Customer Support Coordinator - Bilingual (English/French)

About the Role:
We are seeking a detail-oriented and customer-focused Customer Support Coordinator (L1) to join our growing Service Operations team in Quebec. In this entry-level role, you’ll assist with managing customer inquiries, monitoring live trips, and coordinating logistics solutions to ensure smooth operations. This role is ideal for individuals eager to learn and grow in a fast-paced environment with a focus on delivering exceptional service.

Key Responsibilities:

Customer Support & Issue Resolution:

• Provide inbound call support in both English and French 
• Respond to inbound customer inquiries in both English and French via email, ensuring prompt and accurate resolution.
• Conduct outbound calls in both English and French to resolve customer requests as needed.
• Troubleshoot common issues related to products, services, or accounts and escalate complex cases to the appropriate team.

Live Trip Monitoring:

• Provide end to end support during scheduled weekend shifts, monitoring trips and addressing disruptions (e.g., delays, cancellations, route changes).
• Assist customers, drivers, or operations teams with urgent support requests and serve as the primary point of contact.
• Manage unexpected events (e.g., traffic, vehicle breakdowns, weather issues) by coordinating alternative solutions.
• Communicate clear and timely updates to customers and drivers about any trip changes.

Customer Relationship Management:

• Build and maintain positive relationships with customers to ensure satisfaction and retention.
• Educate customers on Department of Transportation (DOT) rules and regulations.
• Follow up with customers to confirm their needs were met after resolving issues.

Operations Coordination:

• Collaborate with internal teams to ensure smooth and efficient customer experiences.
• Track and monitor service requests, escalating operational delays when necessary.

Documentation & Process Adherence:

• Maintain detailed and accurate records of customer interactions in ticketing system.
• Adhere to company policies, procedures, and service-level agreements (SLAs).

Escalation Management:

• Escalate critical issues, such as service failures or safety concerns, to the appropriate teams for resolution.
• Partner with team leads or managers for escalated support or policy exceptions.
• Provide reassurance and solutions to customers experiencing disruptions.

Continuous Improvement & Learning:

• Stay up-to-date with product updates and service changes.
• Participate in training sessions to enhance customer service strategies and operational knowledge.

Experience, Skills, and Requirements:

• Fluent in both English and French 
• 1-2 years of customer service or logistics coordination experience; experience in transportation, hospitality, or similar industries is a plus.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Ability to remain calm and professional in fast-paced or high-pressure situations.
• Strong organizational skills and the ability to multitask effectively.
• A customer-focused mindset with a commitment to delivering exceptional service.
• Willingness to adapt to changing priorities and learn new systems or processes.

Recruiting Process:

• Step 1: Video call with Talent Acquisition
• Step 2: Video call interview with Hiring Manager
• Step 3: Final video call interview with Director, Logistics & Customer Support
• Step 4: Offer & reference check

Welcome aboard!