Deliver timely, friendly, and professional support to customers via phone and email
Troubleshoot and resolve customer and partner issues in real time
Escalate bugs or technical issues to the Customer Support leadership team as needed
Collaborate with internal departments to ensure accurate information and expectations are met for all events, partners, and customers.
Guide partners in the use of admin tools, FloHockey software, and general platform features
Test and troubleshoot various apps across multiple devices and OTT platforms to identify and diagnose issues
Maintain and update customer accounts, including subscriptions and billing, following department policies
Meet or exceed all assigned individual and team performance metrics
Collaborate with the Team Lead and/or Customer Support Manager to escalate processes that may require updates or changes
Document process modifications for future reference and training
Recommend workflow improvements to enhance efficiency
Suggest strategies to improve response times and overall customer experience.

Minimum of two years of customer service experience (preferred)
Fluent in Canadian French (spoken, written, and reading)
Strong problem-solving skills with a proactive, solution-oriented mindset
Excellent verbal and written communication skills
Strong interpersonal skills and the ability to work effectively in a team
Proficient with computers and comfortable using various technical tools
Ability to thrive in a fast-paced, dynamic environment
Flexibility to work a variety of shifts, including days, evenings, and weekends
Familiarity with WordPress or LeagueStat
Experience using customer support (CS) or other ticketing systems (e.g., Zendesk, Freshdesk)
Background in playing ice hockey or strong knowledge of the sport.

Competitive employer paid benefits such as health, medical, vision, LTD, STD, AD&D, life insurance, and employee assistance program
Free Employee Assistance Program
RRSP, with company matching 3%
15 Vacation days to begin
5 Person Paid Emergency Days, 5 Personal Unpaid Emergency days
1 Birthday Paid day off
FloFun social group creating a full calendar of team building and social events for all staff
Stocked snack bar, fridge, and catered lunches weekly
Annual equity awards for all top performers
Company donation to youth teams and leagues that our employees coach

Customer Service Representative, French Bilingual

Key skills