Remote Customer Support Specialist (French Speaking)

Must be fluent in French & English

Schedule: Tuesday to Saturday (11 am to 7pm EST)

Location: Remote

Who We Are:

With the rising cost of food and the challenges faced by our supply chain, Flashfood has become a staple in many North American families. At Flashfood, we are on a mission to reduce the environmental impact of food waste and provide our communities with easier access to healthy, affordable food. We are tackling this gigantic problem with a diverse team of people from all different walks of life.    

When food gets thrown out, most times it ends up in a landfill and gets covered by other garbage, rotting and producing methane gas. Flashfood partners with grocery chains to allow them to sell surplus food through the Flashfood app at significant discounts for its users while reducing store-level food waste.                                                                                                                                             

We take great pride in our accomplishments and are honored to be recognized as one of Fast Company’s World’s Most Innovative Companies for 2023, ranking #1 in the Social Good Category. This acknowledgment reaffirms our commitment to driving positive change in the industry and reinforces our determination to make a lasting impact.

Flashfood has been designated as a Great Place to Work and our team is growing! As we continue to grow, we are focused on fostering a culture of inclusion, where every individual feels valued, respected, and empowered to thrive. We are purposeful about instilling inclusion into our company culture and are committed to building a blame-free culture where people have the ability to learn and grow. 

Who You Are

• You want to make a difference! We are a small team effectively reshaping how people look at food waste. We need people who 'get it' and want to play an integral part in helping us accomplish this mission and are persistent in getting the job done
• You thrive in client-facing situations. At Flashfood, our clients always come first, and we love the thrill of turning a client’s frustration into a great experience
• You must be fluent in French and English (reading/speaking/writing) and have excellent written communication skills
• You embrace technology and the role it plays in customer services. Specifically, you have the flexibility to navigate multiple applications simultaneously to deliver unprecedented solutions

What You Will Do

• Deliver an amazing client experience. Reply to shopper inquiries via email and social media in a simple, friendly and accessible way. In addition to partner calls in a professional manner.
• Handle phone calls with Partner Stores in a professional manner. 
• Respond to public-facing Social Media messages and App reviews.
• Assist with Database queries and Shopper refunds for Recalled items. 
• Be accountable for meeting or exceeding daily volume targets, interacting with hundreds of clients each day through multiple channels in a live client support environment.
• Be a key part in identifying, monitoring, and improving technical issues and operational processes within the team.
• Work with other teams to deliver exceptional service to our clients.
• Be available to work Thursday, Friday. Saturday, Sunday & Monday 10am - 6pm EST with potential for these hours to change if business needs change. 
• Report directly to the Customer Support Manager. This is a remote position. 

What You Will Need

• Minimum 1 year of experience in a customer support role, handling both phone and email inquiries — ideally within a tech startup environment.
• High emotional intelligence - ability to relate and empathize with clients and their needs, and the judgment to know how to make the best decisions for our clients

• Curiosity and resourcefulness - a lifelong learner who's always curious and confident finding the resources you need to get the answer right

• Flexibility and resiliency - able to adapt to the challenges throughout your day and within your role and remain level-headed
• Ambition - always searching for opportunities to improve the way you and your teamwork, the client experience, and ability to identify areas of improvement.