About the Role
We are searching for a new graduate to join our growing customer success team as the first Customer Success Specialist at Friendlier. Bilingual in French and English and based out of our Guelph office you will play a key role for our customers and for Friendlier! The role will consist of managing our customer support function (incoming inquiries from clients), guiding clients through their initial onboarding with Friendlier to long term success, taking on employee IT support as well as special projects. This role will report to the Director, Customer Success.
Key Responsibilities:
Customer Support:
Provide frontline customer support for businesses and consumers (users) of the Friendlier program through the Hubspot Service Hub Platform
Troubleshooting inquiries in partnership with the Friendlier development team and other stakeholders
Support Customer Success by engaging with selected clients through their onboarding with Friendlier and partnering with them on an ongoing basis to be successful with the Friendlier program
Engage in onsite boothing for new customer launches where needed
Travel to visit clients (i.e. Montreal, Ottawa) where required
IT Support & Special Projects:
Set up and deploy new devices for new employees out of Guelph office and act as a first line of contact for employees requiring assistance with tech-related issues such as system updates or access
Secure and maintain internal networks
Build & maintain IT policies as Friendlier evolves
Identify trends in incoming customer queries to improve the customer experience and drive efficiency through support automations (snippets, help center articles, process documentation) and root causes analyses
Putting together recurring reports for customers and partners and working to put in place automations for these reports to reduce manual workload
Proactively identify and create a project plan to automate as many of our manual processes as possible
Requirements
*Please note: This is an opportunity for a fresh graduate with no prior full time experience.
Speak fluent French to be able to support selected clients in French
Degree or Diploma in Business Administration, Information Technology, or related field
This position is for a new graduate
Strong organizational skills - ability to move between projects and prioritize
Customer service experience
Be open to limited client travel, not to exceed 20% of the time
Strong project management experience
Excellent written/verbal communication and problem solving skills
Positive attitude and energy for our customers / employees
Patience when handling tough cases
You are the grandchild that your grandparents call for help with Netflix
Scripting and database knowledge considered an asset
About the Company
Opportunity to make a meaningful impact by driving positive environmental change through innovative solutions.
Competitive compensation package
Collaborative and inclusive work culture that values diversity, creativity, and continuous learning.
Flexible work environment with the option for remote work and a focus on work-life balance.
Career growth and advancement opportunities within a fast-growing startup environment.
We are committed to creating an inclusive and diverse workplace where all employees feel valued and respected. We welcome applicants from all backgrounds and are dedicated to providing equal opportunities for everyone, regardless of race, ethnicity, gender, age, disability, or 2SLGBTQI+ identity. Be part of a team that celebrates diversity and promotes an inclusive environment for all. Please let us know if you require an accommodation due to a disability and we will work with you to address your needs.