Bilingual French & English Customer Support Agent

About the role

Influx is looking for a bilingual French‑English Customer Support Agent to join its global, 24/7 service team. You will handle high‑volume customer interactions for multiple e‑commerce brands, ensuring a seamless experience across phone, email and live chat.

Key responsibilities

• Manage inbound and outbound customer contacts via phone, email and chat.
• Resolve inquiries related to order tracking, shipping, refunds and product questions.
• Process returns and refunds using tools such as Gorgias, Loop and the Shopify ecosystem.
• Support marketplace partners like Macy’s and Nordstrom and oversee drop‑shipping programs.
• Provide bilingual support for French‑speaking markets while adapting to each brand’s voice.
• Own issues from first contact to resolution, escalating when necessary.
• Collaborate with internal teams to solve complex problems efficiently.

Required profile

• Minimum 1 year of experience in customer support or a call‑center/BPO environment.
• Fluent in both French and English, written and spoken.
• Strong problem‑solving, negotiation and conflict‑resolution abilities.
• Proven track record meeting KPIs and maintaining high CSAT scores.
• Ability to multitask in a fast‑paced setting with high attention to detail.
• Willingness to quickly learn new tools and systems.

Required skills

• Gorgias
• Loop
• Shopify ecosystem

What we offer

• Opportunity to work with international e‑commerce brands.
• Collaborative, high‑performance team environment.
• Continuous learning and development in customer service technologies.