[Hiring] Customer Success Representative @Excelsior Works

Role Description

We’re looking for a Customer Success Representative based in Canada to join our growing Customer Success team. We’re building our first Customer Success team in Canada, so you’ll have the opportunity to be one of the first people to join and help shape how the team develops, while working closely with our established Customer Success team in Bulgaria.

You’ll support our French- and English-speaking customers, helping them navigate our platform, solve problems and get the answers they need. We’re looking for someone who is completely comfortable communicating in Canadian French (Québécois French) and English and knows how to have a genuine conversation rather than simply follow a script. This is a fully remote, shift-based role within Canada, covering morning and evening shifts.

What You’ll Do:

• Support customers in Canadian French (Québécois French) and English via live chat, email and other channels.
• Help customers navigate our platform and resolve questions and issues clearly and efficiently.
• Own customer problems from first contact through resolution. Investigate what happened, use the information available to you, and bring in other teams when you need their help.
• Communicate naturally and empathetically, adapting your approach to the customer and situation.
• Work closely with our Customer Success team in Bulgaria, sharing knowledge and collaborating on customer issues.
• Identify recurring issues and share customer feedback to help us improve the overall experience.
• Contribute ideas as we establish and grow our new Customer Success team in Canada.
• Work a rotating schedule covering morning and evening shifts.

Qualifications

• Based in Canada - this is a fully remote position.
• Comfortable working independently in a remote environment - you take ownership, stay on top of your work, and don’t wait to be told what to do when you spot something that needs attention.
• Fluent in Canadian French (Québécois French) and English, both written and spoken.
• Comfortable communicating naturally with French-speaking customers from Quebec, including local vocabulary and expressions.
• Previous experience in Customer Success, Customer Support or another customer-facing role.
• A warm, natural communication style – you know how to speak to people like people.
• Good judgement and the ability to handle challenging conversations calmly and professionally.
• Curious and willing to understand the problem rather than simply follow a process.
• A quick learner who is comfortable navigating new systems and explaining things simply.
• Comfortable working in a fast-paced, international environment.
• Available to work a rotating schedule across morning and evening shifts.

Benefits

• You won’t just be joining an existing operation. You’ll be one of the first members of our Canadian team, with the opportunity to help us build it from the ground up.
• You’ll have the support and experience of our established team in Bulgaria behind you, while playing an important part in shaping how we work and grow in Canada.
• If you enjoy helping people, communicating like a human and want to be part of something new from the beginning, we’d love to hear from you.