French Bilingual – Content Processing Specialist, Customer Service, Content Moderation

• Monitor clients’ social media properties
• Review and process content and data, including moderating, classifying, responding to, and engaging with comments, messages, and other content
• Apply company guidelines using the company application and designated tools
• Escalate possible social media crises to the company’s designated contact
• Respond to public comments using strong judgment, context awareness, and the appropriate brand tone
• Manage direct messages and private support conversations end-to-end
• Use a CRM to review customer history, track cases, and document outcomes
• Support account and login issues, subscriptions, billing, refunds, cancellations, retention conversations, access, downloads, installations, and troubleshooting
• Provide basic product guidance and technical triage, escalating when needed
• Use AI-assisted drafting tools while ensuring messages are accurate, empathetic, and safe
• Follow escalation paths for high-risk issues, sensitive topics, and VIP situations
• Contribute to consistent quality across shifts

• High School Diploma or equivalent
• 2+ years of experience in social care, community management, CX support, or digital customer service
• Strong verbal communication and writing skills
• Comfort handling billing, subscriptions, access problems, and troubleshooting
• Ability to work independently and proactively find answers and resources
• Calm under pressure and confident in high-visibility comment sections
• Organized, accountable, and consistent
• Fluent in English, written and oral
• Near-native fluency in French
• General knowledge and interest in various social media platforms
• Good working home environment with a stable internet connection
• Ability to work an 8-hour shift on a rotating shift schedule
• Familiarity with creative or technical digital products is nice to have
• Experience with CRM or social tools such as Sprout and Sprinklr is nice to have
• Experience supporting subscription-based or SaaS products is nice to have
• Experience with moderation and customer engagement in high-volume social environments is nice to have

• 100% Remote position
• Continuous learning experience
• Competitive compensation based on location market rates
• Opportunity to work with innovative global brands
• Welcoming environment where feedback and suggestions are considered
• Diverse and global team environment