Bilingual Customer Service Representative (French/English) – Remote

About the role

We are seeking a bilingual Customer Service Representative who will provide warm, empathetic support to parents purchasing toddler shoes. The position is fully remote and focuses on handling digital inquiries through email, ticketing systems, and social media.

Key responsibilities

• Deliver patient, non‑robotic customer service tailored to families.
• Manually scan and triage ticket queues to resolve urgent order modifications before warehouse cut‑offs.
• Manage email, ticketing, and social‑media messages; handle phone, email, and chat interactions.
• Meet performance KPIs while maintaining a positive customer experience.
• Communicate clearly with customers and internal teams, identify needs, and offer appropriate solutions.
• Take ownership of issues through to resolution and build strong customer relationships.

Required profile

• Near‑native written proficiency in both French and English.
• Strong understanding of 3PL and e‑commerce fulfillment processes (order holds, address updates, line‑item edits).
• Hands‑on experience with Gorgias, Shopify, and Redo (or similar CRM/returns platforms).
• Reliable laptop (Windows or macOS) with at least 8 GB RAM, Intel i5‑class processor, and a wired internet connection of 30‑50 Mbps.
• Quiet, dedicated workspace suitable for remote work.

Required skills

• Gorgias (ticketing/CRM)
• Shopify (order management)
• Redo or comparable returns portal

What we offer

• Fully remote work schedule, Monday‑Friday.
• Opportunity to support a growing international brand.
• Inclusive, people‑first culture with a diverse global team.
• Development of analytical and operational skills in a quality‑focused environment.