Bilingual French Customer Support Specialist – E‑Commerce Technical Assistance & Client Success at arenaflex

About arenaflex – Driving Innovation in Automotive eCommerce

arenaflex is a market‑leading, technology‑focused company that empowers automotive brands to sell parts and accessories online with confidence. Our platform combines cutting‑edge eCommerce tools, data‑driven insights, and a relentless commitment to customer success. As part of a fast‑growing industry, we help dealers, manufacturers, and retailers transform their digital storefronts, streamline order fulfillment, and boost revenue across multiple marketplaces. At arenaflex, we celebrate curiosity, collaboration, and a culture that encourages every team member to become a Revolutionary—a bold thinker who shapes the future of automotive commerce.

Why This Role Matters

Our customers rely on arenaflex not only for a robust platform but also for a trusted partner who can guide them through technical challenges, strategic decisions, and day‑to‑day operations. As a Bilingual French Customer Support Specialist, you will be the frontline advocate for our diverse client base, ensuring that every interaction—whether by phone, email, or chat—delivers a seamless, “wow” experience. Your expertise will directly influence product enhancements, knowledge‑base content, and the overall health of our customer relationships.

Key Responsibilities

• Customer Interaction: Respond promptly to inbound inquiries via phone, email, and ticketing systems, diagnosing and resolving technical issues related to shopping carts, payment gateways, shipping configurations, and checkout flows.
• Technical Troubleshooting: Investigate and troubleshoot eCommerce platform errors, marketplace integrations (e.g., eBay, Amazon), and SEO/analytics discrepancies, providing clear, step‑by‑step guidance to users.
• Education & Enablement: Create and update knowledge‑base articles, video tutorials, and quick‑reference guides in both English and French, empowering customers to self‑serve and maximize platform value.
• Collaboration: Partner with Product Management, Engineering, and Implementation teams to relay customer feedback, reproduce bugs, and suggest feature improvements that align with market needs.
• Data Management: Log detailed interaction notes in our CRM, track recurring issues, and contribute to continuous‑improvement initiatives that enhance support efficiency and customer satisfaction scores.
• Advocacy: Serve as a trusted advisor for strategic accounts, proactively identifying opportunities for upsell, cross‑sell, and process optimization based on usage patterns and business goals.
• Shift Flexibility: Work primarily within the preferred 6 am–3 pm MST shift, with an alternative 7 am–4 pm MST schedule available to accommodate team coverage and personal preferences.

Essential Qualifications

• Demonstrated passion for delivering exceptional customer service; a track record of turning routine interactions into memorable experiences.
• Fluency in French, with a strong preference for candidates who are native speakers of French Canadian, enabling nuanced communication with our North‑American francophone clientele.
• Minimum of 1–2 years of experience providing support via phone and/or email, ideally within a technical or SaaS environment.
• Hands‑on experience troubleshooting eCommerce platforms, including familiarity with shopping cart configurations, payment processors, and shipping modules.
• Proficiency with CRM tools (e.g., Zendesk, Freshdesk) and ticketing systems, ensuring accurate documentation and timely resolution.
• Excellent written and verbal communication skills in both English and French, with the ability to translate technical concepts into clear, actionable language.

Preferred Qualifications & Bonus Skills

• Prior exposure to Google Analytics, SEO best practices, or marketplace management (eBay, Amazon) that enhances your ability to diagnose performance‑related issues.
• Experience creating self‑service content—knowledge‑base articles, FAQs, or tutorial videos—that drives customer empowerment and reduces support volume.
• Understanding of automotive parts taxonomy, supply‑chain logistics, or dealership operations, providing context for industry‑specific queries.
• Ambition to grow within arenaflex, with an eye toward future roles such as Implementation Manager, Customer Success Manager, or Tier II Technical Support Engineer.
• Comfort working in a fast‑paced, remote‑first environment while maintaining high levels of accountability and collaboration.

Core Skills & Competencies

• Problem‑Solving: Ability to quickly isolate root causes, think analytically, and propose effective solutions under pressure.
• Empathy & Patience: Genuine desire to understand customer frustrations and guide them toward resolution with calm professionalism.
• Multitasking: Manage multiple tickets, phone calls, and documentation tasks simultaneously without sacrificing quality.
• Technical Literacy: Comfort navigating web‑based dashboards, APIs, and configuration settings; willingness to learn new tools rapidly.
• Team Collaboration: Strong interpersonal skills that foster productive partnerships across product, engineering, and sales teams.
• Continuous Learning: Commitment to staying current on eCommerce trends, automotive industry developments, and emerging technologies.

Career Growth & Development Opportunities

At arenaflex, we view every role as a launchpad for future leadership. As you master the fundamentals of technical support, you will have access to:

• Mentorship programs pairing you with senior Customer Success leaders.
• Internal training modules covering advanced eCommerce analytics, integration architecture, and strategic account management.
• Opportunities to lead cross‑functional projects, such as beta‑testing new platform features or spearheading customer‑education webinars.
• A clear promotion pathway toward Implementation Manager, Customer Success Manager, or Tier II Technical Support Engineer, based on performance and ambition.

Compensation, Perks & Benefits

arenaflex offers a competitive total rewards package designed to attract and retain top talent. While exact figures vary by market, candidates can expect:

• Base salary aligned with industry benchmarks for bilingual technical support roles.
• Performance‑based bonuses tied to customer satisfaction metrics and ticket resolution efficiency.
• Comprehensive health, dental, and vision coverage for employees and eligible dependents.
• Retirement savings plan with company match, supporting long‑term financial security.
• Generous paid parental leave, paid holidays, and flexible vacation policy.
• Professional development stipend for certifications, conferences, or coursework.
• Remote‑first work model with a home‑office allowance, ergonomic equipment, and occasional in‑person team gatherings.
• Employee assistance program, wellness resources, and a vibrant internal community that celebrates diversity and inclusion.

Work Environment & Culture at arenaflex

Our culture is built on three pillars: Innovation, Collaboration, and Inclusion. We encourage every team member to voice ideas, challenge the status quo, and contribute to a supportive environment where differences are celebrated. Whether you’re joining a small, tight‑knit support squad or collaborating with global product teams, you’ll find:

• A transparent leadership style that shares company goals, quarterly results, and strategic direction.
• Regular “Revolutionary” town‑halls, hackathons, and brainstorming sessions that spark creativity.
• Employee resource groups focused on language, gender equity, and cultural heritage, fostering a sense of belonging.
• Recognition programs that highlight outstanding customer service, innovative problem‑solving, and community involvement.

Application Process & Next Steps

If you are excited about shaping the future of automotive eCommerce, love solving technical puzzles, and thrive in a bilingual environment, we want to hear from you. To apply, please submit your resume and a cover letter that highlights your most relevant achievements, especially any experience with French‑language support, eCommerce troubleshooting, or knowledge‑base creation.

We value diverse perspectives and encourage candidates of all backgrounds to apply—even if you meet only a portion of the listed qualifications. arenaflex believes that talent, curiosity, and a growth mindset are the true drivers of success.

Ready to become a Revolutionary at arenaflex? Click the link below to start your application journey.

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Equal Opportunity Commitment

arenaflex is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, religion, color, national origin, gender, gender identity or expression, sexual orientation, age, marital status, veteran status, disability, or any other characteristic protected by law.

Join the Revolution

Take the next step in your career and help automotive brands worldwide deliver exceptional online experiences. Your expertise, bilingual talent, and passion for customer success will make a lasting impact at arenaflex. We look forward to welcoming you to our team of forward‑thinking Revolutionaries!