Remote Bilingual Support Specialist (French/English)

About the Company

Shopify is a leading global commerce company providing essential internet infrastructure for commerce. We help millions of merchants worldwide start, run, and grow their businesses. Our mission is to make commerce better for everyone, and our remote-first culture empowers our diverse team to work from anywhere, fostering innovation and collaboration across borders. Join a company dedicated to empowering entrepreneurs and reshaping the future of commerce.

Job Description

We are seeking a highly motivated and customer-focused Remote Bilingual Support Specialist to join our growing team. This is a 100% remote position, allowing you to work from anywhere within Germany. You will be the first point of contact for our French and English-speaking merchants, providing exceptional support through various channels (chat, email, phone). Your primary goal will be to resolve inquiries, troubleshoot technical issues, and guide merchants in utilizing Shopify’s extensive features to build and expand their online stores. This role requires a strong problem-solver with excellent communication skills and a passion for helping businesses succeed.

Key Responsibilities

• Provide world-class technical and account support to Shopify merchants via chat, email, and phone in both French and English.
• Diagnose and resolve complex customer issues related to store setup, payments, shipping, themes, and apps.
• Educate merchants on Shopify features, best practices, and resources to help them grow their businesses.
• Collaborate with internal teams, including product, engineering, and sales, to escalate and resolve complex issues.
• Document interactions and solutions accurately in our CRM system.
• Contribute to knowledge base articles and internal documentation to improve support processes.
• Stay up-to-date with new Shopify features, products, and industry trends.

Required Skills

• Fluent in both French and English (written and spoken) at a professional level.
• Minimum of 1 year experience in a customer support, technical support, or similar client-facing role.
• Excellent written and verbal communication skills, with the ability to explain complex information clearly and concisely.
• Strong problem-solving and analytical skills, with a keen attention to detail.
• Tech-savvy and comfortable learning new software and tools quickly.
• Empathy, patience, and a genuine desire to help others.
• Ability to work independently in a remote environment and manage time effectively.

Preferred Qualifications

• Experience with e-commerce platforms or online retail.
• Familiarity with CRM software and ticketing systems (e.g., Zendesk, Salesforce).
• Basic understanding of HTML/CSS or web technologies.
• Experience working in a remote team setting.
• Additional language proficiency is a plus.

Perks & Benefits

• Comprehensive health, dental, and vision insurance.
• Generous paid time off and holidays.
• Flexible working hours and a healthy work-life balance.
• Dedicated budget for professional development and learning.
• Home office setup allowance and equipment stipend.
• Parental leave benefits.
• Employee stock purchase plan (ESPP).
• Access to a global, diverse, and inclusive remote community.

Apply Now