EverHelp is looking for a Bilingual Customer Experience Specialist (French & English) to join a new international e-commerce project serving customers across the US and Canada. In this role, you’ll support customers throughout their post-purchase journey, help resolve order and delivery-related issues, and provide an exceptional customer experience across multiple communication channels.
The working schedule is shift-based, Monday–Friday, covering 09:15–20:30 EST, which requires evening and night availability for candidates based in Ukraine.
Your future responsibilities include:
Providing customer support in French and English via phone, email, and live chat;
Assisting customers with product information, orders, deliveries, and other post-purchase inquiries;
Handling challenging customer situations through effective de-escalation, proactive follow-up, and solution-oriented communication;
Coordinating with courier, warehouse, and other external partners to resolve delivery and order fulfilment issues;
Managing a high volume of customer requests while maintaining accurate, friendly, and professional communication.
Needed experience & skills:
1+ year of Customer Support experience, preferably within retail or e-commerce;
French B2–C1, including the ability to understand Quebec French and communicate clearly with customers from Quebec;
English B2–C1, both written and spoken;
Confidence supporting customers across phone, email, and live chat;
Strong de-escalation and problem-solving skills, with the ability to remain professional in challenging customer situations;
Ability to multitask and perform effectively in a fast-paced, high-volume environment;
Strong attention to detail and an analytical, solution-oriented mindset;
Flexibility and ability to quickly reprioritize as new information or situations arise;
Self-motivation, reliability, and ability to work independently in a remote environment;
Strong customer orientation and genuine motivation to deliver an exceptional customer experience;
Ability to troubleshoot and confidently work with browser-based and mobile applications;
Stable internet connection and reliable remote working environment.
Nice to have:
Previous retail or e-commerce support experience;
Experience with Zendesk, ClickUp, Shopify, WooCommerce, or similar customer support and e-commerce tools;
Previous experience working fully remotely.
Work with EverHelp is about:
20+ vacation days and 10 paid sick leaves;
Ability to work fully remotely;
A professional team of specialists, ready to share their expertise, along with internal communities and team activities that foster continuous learning and development both within the team and on an individual level;
Opportunity for career growth. 32% of our teammates obtained a new role during their first year of work in our company. 86% of our Team Leads have been our Customer Support Agents in the past.
Submit your resume and join our team!
