Job Description

Role: Bilingual Customer Support Specialist
Pay rate: $22-$25 will stretch to $27/hour per hour depending on experience. 10% bonus at year end (based on individual and company performance, very easy to achieve)!
Hours: Monday to Friday, 9am to 5pm. 2 days work from home & 3 on site (first 3 days of training on site). Candidate can choose to work out of either the Mississauga or Vaughan location!
Report to: CSR Manager
Perks:

• Maximum bonus potential of 10% of the employee's annual earnings (paid in April each year)
• 2 weeks' vacation
• Employee allowance for fitness equipment ($500)
• Benefits including Health, dental and vision after 6 months- 80% coverage on dental and prescription.
• Team events (ax throwing, go karting, races)

Fit: A passion for fitness preferred! Comfortable with technology. A little bit of start up environment. We have been around since 2017. 30 employees total. Strong sense of empathy and able to connect with others.
Office environment: Open concept. They will have their own desk. Kitchenette and lunch area available.
Responsibilities:

• Bilingual Support & Resolution:
• Serve as a primary point of contact for the French-speaking customer base
• (written and verbal), ensuring service delivery maintains parity and excellence

across both languages. Familiarity with Quebec French is highly valued.
Proactive Order Management:

• Take ownership of unallocated orders and complex fulfillment issues by

initiating proactive communication with customers (as defined in new CE
protocols), offering solutions, and coordinating with the Logistics team (Klaus)
to mitigate customer frustration before it escalates.
Defect and Warranty Facilitation

• Efficiently facilitate warranty and defect resolutions, utilizing the new Defect

Resolution Tree (once finalized) to minimize customer friction and brand
damage, and quickly escalating to the dedicated warranty expert as required.
Process Adherence & Feedback

• Rigorously follow established Standard Operating Procedures (SOPs) (e.g.,

Warm Handoff Protocol, inventory lookups via the Cheat Sheet) and provide

• consistent feedback to the Manager to improve training materials and system

clarity.
General Inquiry Management

• Professionally manage high-volume customer inquiries via phone, chat, and

email, including basic product information, tracing shipments, and processing
order changes/cancellations
Requirements:

• Must Haves Fluent in French and English (written and verbal); High school diploma or equivalent;
• Fitness industry preferred
• 1+ years of professional customer service experience; Proficient with Google
• Workspace and ability to quickly master help desk apps (Gorgias, RingCentral) and

Shopify.

• Exceptional communication skills with a focus on empathy and proactive resolution;
• Highly detail-oriented and process-driven (ability to follow rigorous protocols);
• Ability to work efficiently under pressure during peak season; Positive attitude and
• extremely personable.
• o Assets Experience supporting physical products (e.g., home goods, durable goods) or logistics (LTL/freight);
• Experience working in a high-volume call center or technical support environment;
• Genuine enthusiasm for fitness and health.

Skills Required