Job Description

About Northern Fitness

At Northern Fitness, we're redefining what it means to deliver a Signature Customer Experience. Through proactive communication and world-class resolution, we aim to turn every interaction into a moment of positive brand advocacy. We're passionate about helping our customers live healthier, more active lives--and we want every touchpoint with our team to reflect that commitment.

About the Role

The

Bilingual Customer Support Specialist

plays a vital role in our Customer Experience team, acting as a primary point of contact for both English and French-speaking customers. You will handle inquiries via phone, email, and chat, while ensuring fast, empathetic, and accurate resolutions across all channels.

This role requires a detail-oriented, proactive approach with a deep understanding of our complex product line. You'll work closely with our Logistics and Warranty teams to resolve issues efficiently and prevent customer frustration before it escalates.

Key Responsibilities

Bilingual Support & Resolution

Serve as the main contact for French-speaking customers (written and verbal), ensuring equal service quality across both languages. Familiarity with Quebec French is highly valued.

Proactive Order Management

Take ownership of unallocated or delayed orders, initiating proactive communication with customers. Collaborate with the Logistics team to offer solutions before issues escalate.

Defect and Warranty Facilitation

Facilitate efficient warranty and defect resolutions, following our Defect Resolution Tree (once finalized). Escalate complex cases to our warranty specialist as needed.

Process Adherence & Feedback

Follow all Standard Operating Procedures (SOPs), including inventory checks and warm handoff protocols. Provide regular feedback to help improve internal systems and training resources.

General Inquiry Management

Handle high volumes of customer inquiries across phone, chat, and email. Provide accurate information on products, shipping, order changes, and cancellations.

Qualifications

Fluent in

French and English

(written and verbal) High school diploma or equivalent 1+ years of experience in customer service or support roles Comfortable using Google Workspace and quick to learn helpdesk platforms (e.g., Gorgias, RingCentral, Shopify)

Skills & Mindset

Exceptional written and verbal communication, with a focus on empathy and proactive support Detail-oriented and process-driven; thrives when following SOPs Able to perform under pressure during high-volume periods (e.g., holidays, promotions) Positive, personable, and passionate about helping others

Nice to Have (Assets)

Experience supporting physical or durable goods (e.g., home fitness, consumer goods) Background in logistics, technical support, or high-volume call center environments Personal or professional interest in fitness and wellness
Job Type: Full-time

Pay: $22.00-$25.00 per hour

Application question(s):

Are you able to work out of our Concord, Ontario location 3 days a week? What are your hourly wage expectations? Are you able to speak and write in French?
Work Location: In person