Bilingual Customer Experience Associate

Summary

Join the Mysa team as a Bilingual Customer Experience Associate and be the first point of contact for customers, troubleshooting technical issues and resolving inquiries via phone, video, chat, and email. This vital role supports Mysa's expansion into new HVAC markets, ensuring a positive customer experience. You will use Gorgias as your main platform, collaborate with other teams, and document interactions. The ideal candidate has 1+ year of customer support experience (ideally in tech), is fully bilingual (French and English), possesses strong technical troubleshooting skills, and excels in communication. The position requires working Eastern hours and weekends. Mysa offers various benefits, including flexible PTO, a competitive salary, annual increases, an employee stock option plan, and more.

Requirements

• 1+ year of customer support experience, ideally in tech or electronics
• Fully Bilingual(oral and written) in French and English
• Strong technical troubleshooting skills and interest in smart home products
• Excellent communication skills, both written and verbal
• Confident working in a fast-paced, multi-channel support environment
• Able to work Eastern hours and weekends consistently

Responsibilities

• Act as the first point of contact for customers via phone, video, chat, and email, using Gorgias as your main platform
• Troubleshoot and resolve technical issues, keeping calm and confident even when things get tricky
• Use a friendly, helpful tone to make customers feel comfortable and supported
• Document and follow up after interactions to ensure nothing slips through the cracks
• Collaborate with other teams to help improve the support experience and escalate when needed

Preferred Qualifications

• Have HVAC experience
• Have used Gorgias or AI-assisted support tools

Benefits

• Flexible paid time off (PTO)
• Flexible environment
• Competitive salary structure
• Annual salary increases
• Employee Stock Option Plan
• Comprehensive Group Health Plan
• Employer-matched RRSPs
• Maternity & Parental Leave Top-Up Program
• Training & Development Allowance Program
• Health & Wellness Allowance Program
• Smart Home Tech Credit & In-Office Tech Allowance