French-Speaking Customer Support Representative

Job Title: French Customer Support RepresentativeClient OverviewOur client is a leading global company in the health-tech sector, offering a premium wearable and app-based performance coaching platform. Their innovative device uses physiological data to help users optimize training, recovery, and sleep. Members access insights and personalized recommendations through a dedicated mobile app and device membership model. The device can be worn in multiple locations on the body and works seamlessly without GPS or power meter integrations.Role OverviewAs a French-speaking Customer Support Representative (Tier 2), you will support members via phone, email, and chat across a wide range of topics, ensuring an exceptional experience and timely resolution. You will troubleshoot issues related to hardware, software, analytics, membership services, and orders, while explaining technical concepts in simple, friendly, and clear language.You will work in a dynamic, tech-driven environment and use various internal and external systems to assist members. This role may also extend to social media support channels.Key ResponsibilitiesProvide Tier 2 customer support to French-speaking members via phone, email, and chatHandle requests related to:Hardware and device performanceMobile app and analytics supportMembership and account queriesOrders, shipping, and refundsTroubleshoot technical issues and guide users step-by-stepInvestigate and resolve discrepancies in physiological data readings (e.g., heart rate)Communicate clearly and concisely in both French and EnglishMaintain accurate member documentation and case notesWork with multiple internal tools and systems (20+ platforms)Meet performance KPI's including issue resolution time, CSAT, QA score & SLA complianceAdapt to new support channels, including potential social media integrationCommon Member RequestsHeart rate or data accuracy concernsOrder delays or tracking issuesMembership cancellation or billing questionsDamaged or malfunctioning device reportsBattery or charging issuesRefund status follow-upsRequirementsFrench: C2 level or nativeEnglish: B2 level or above (training & internal communication)Previous customer support experience preferred; technical support or troubleshooting experience is a plusStrong written communication skillsGood PC literacy (MS Office, web tools, multi-system navigation)Typing speed ≥ 25 WPM with ≥ 85% accuracyAbility to multitask and work in a fast-paced environmentFamiliarity with wearable tech & fitness trackers valuedWork EnvironmentFull-time role with small team environmentTwo shift options:10:00 – 18:0013:00 – 21:0015-day nesting period + ~3-month learning curveBenefitsFull training providedAccess to premium wearable fitness technologyFree device and premium membership upon successful training completionOpportunity to grow in a fast-scaling tech environment