Customer Success Coordinator (Bilingual) - 6 month contract
Location: Ottawa - Remote
Salary Range: $40,000 - $47,000 annually
About Us:
Friendlier is the leading clean-tech in Canada dedicated to simplifying the switch from single-use to reusable packaging. With our innovative turnkey reusable packaging solution, we aim to revolutionize the way businesses approach packaging, by making sustainability easy and accessible. Our mission is to drive positive environmental impact while offering convenience and cost savings to our clients.
About the Role:
We are searching for a new graduate to join our growing customer success team as the first Customer Success Specialist at Friendlier. Bilingual in French and English and based out of either Ottawa will play a key role for our customers and for Friendlier! The role will consist of managing our customer support function (incoming inquiries from clients), guiding clients through their initial onboarding with Friendlier to long term success, supporting onsite client activations and supporting on other cross-functional projects for the business. This role will report to the Director, Customer Success.
Key Responsibilities:
Customer Success:
Support Customer Success by engaging with selected clients through their onboarding with Friendlier and partnering with them on an ongoing basis to be successful with the Friendlier program
Provide frontline customer support for businesses and consumers (users) of the Friendlier program through the Hubspot Service Hub Platform
Troubleshooting inquiries in partnership with the Friendlier development team and other stakeholders
Engage in onsite boothing for new customer launches
Where needed travel to visit clients where required
Cross-functional Projects
Build & maintain IT policies as Friendlier evolves
Secure and maintain internal networks
Identify trends in incoming customer queries to improve the customer experience and drive efficiency through support automations (snippets, help center articles, process documentation) and root causes analyses
Putting together recurring reports for customers and partners and working to put in place automations for these reports to reduce manual workload
Translating customer requests on occasion to our internal partners like sales and operations
Other Customer Success projects that come up as Friendlier evolves!
You must:
Speak fluent French to be able to support selected clients in French
Degree or Diploma in Business Administration, Sustainability or related field
This position is for a new graduate
Strong organizational skills - ability to move between projects and prioritize
Customer service experience
Be willing to visit clients in your home city and travel to visit clients not to exceed 20% of the time
Strong project management experience
Excellent written/verbal communication and problem solving skills
Positive attitude and energy for our customers / employees
Patience when handling tough cases
You are the grandchild that your grandparents call for help with Netflix
Scripting and database knowledge considered an asset
Why You Should Join Us:
Opportunity to make a meaningful impact by driving positive environmental change through innovative solutions.
Competitive compensation package
Collaborative and inclusive work culture that values diversity, creativity, and continuous learning.
Flexible work environment with the option for remote work and a focus on work-life balance.
Career growth and advancement opportunities within a fast-growing startup environment.
We are committed to creating an inclusive and diverse workplace where all employees feel valued and respected. We welcome applicants from all backgrounds and are dedicated to providing equal opportunities for everyone, regardless of race, ethnicity, gender, age, disability, or 2SLGBTQI+ identity. Be part of a team that celebrates diversity and promotes an inclusive environment for all. Please let us know if you require an accommodation due to a disability and we will work with you to address your needs.
