Bilingual Customer Service Representative (French/English) – Remote

About the role

Keycafe is seeking a bilingual Customer Service Representative to provide world‑class support to its global users. You will handle phone, chat, and email inquiries in both French and English, troubleshooting software and hardware issues while ensuring a smooth experience for customers.

Key responsibilities

• Deliver prompt, friendly, and accurate support across multiple channels (phone, chat, email).
• Troubleshoot software and hardware problems, escalating complex cases when needed.
• Guide customers through setup, configuration, and feature usage of the SmartBox system.
• Document solutions, identify recurring issues, and contribute to process improvements.
• Collaborate with internal teams to relay customer feedback for product enhancements.

Required profile

• Fluent in French and English with excellent written and spoken communication.
• At least 2 years of customer service experience, preferably in technical or SaaS environments.
• Strong multitasking ability to manage multiple tickets simultaneously.
• Self‑motivated, reliable, and able to work with minimal supervision.
• Bachelor’s degree in Computer Science, Communications, or a related field.

Required skills

• Experience with Zendesk or similar ticketing systems.
• Familiarity with Slack or comparable collaboration tools.

What we offer

• Competitive compensation: EUR 950–1100 per month (60% base, 40% performance).
• Collaborative team culture with strong training and mentorship.
• Career development opportunities within a fast‑growing global SaaS/IoT company.
• Chance to make a global impact supporting innovative hardware and software solutions.