Associate Support Specialist

All-in-one SEO and digital marketing platform SE Ranking is looking for a bilingual Customer Support Specialist (French and English) with strong troubleshooting and analytical skills to join our team. In this role, you will handle complex customer inquiries, diagnose issues, and provide effective solutions that meet our service standards. Your ability to think critically and communicate clearly in both languages will be key in ensuring customers receive accurate, efficient support. If you enjoy solving problems and thrive in a role that combines technical understanding with customer interaction, we’d like to hear from you.

Requirements:

• Fluency in both English (B2-C2) and French (B2-C2);
• Strong problem-solving skills with the ability to analyze complex issues and identify practical solutions.

Will be a plus:

• Preference will be given to candidates with experience in a customer-facing role;
• Familiarity with Zendesk, Jira, and Hubspot or other CRM systems;
• Experience with troubleshooting software, hardware, or system issues; ability to diagnose and address technical problems efficiently;
• Some background knowledge of SEO. 

Responsibilities:

• Deliver exceptional customer support across multiple channels, including online chat, ticket systems, and email, ensuring timely and accurate responses.
• Collect, document, and prioritize customer feedback to help improve products, services, and processes.
• Troubleshoot and resolve customer issues, providing clear explanations and guidance.
• Escalate complex issues to the appropriate teams, ensuring a seamless handoff and follow-up until resolution.
• Maintain and update customer records in the CRM system with accurate and detailed information.
• Proactively identify recurring issues and suggest improvements to reduce support volume and enhance customer satisfaction.
• Provide customers with step-by-step solutions or educational resources to help them maximize the use of products and services.

What we offer:

• 22 days of vacation
• Flexible work schedule
• Full coverage of all PE tax expenses
• Full compensation of expenses on medical insurance
• 50% reimbursement of conference tickets and educational courses
• Compensation for individual English courses
• Fun corporate events and team building events
• A top-notch product that is easy to market
• Opportunity to take part in the product decision-making process
• Work with a well-motivated fast-and-furious team
• Supportive environment of marketing professionals that value quality above quantity

About SE Ranking:

SE Ranking is a SaaS company known for delivering comprehensive and intuitive SEO solutions. The platform leverages cutting-edge technologies such as AI and ML, granting in-house and agency SEO professionals the power to deliver results that promote sustainable business growth. Since its inception in 2013, over a million users have subscribed to SE Ranking.

The SE Ranking workplace comprises 150+ talents from all over the globe. As a remote-first company, we strive to offer every team member a proper work-life balance. We take care of our employees’ physical and mental health by providing them with the relevant benefits. We value curiosity, creativity, dedication to life-long learning, transparent internal communication, and constructive feedback. To help every team member thrive and reach their full potential, we nurture a dynamic and supportive work environment that sparks growth.