Customer Service Representative (French/English) - Tech, Remote
Are you passionate about helping customers succeed — and equally comfortable solving both software and hardware challenges?
At Keycafe , we’re looking for a Bilingual Customer Service Representative (French/English) based in Morocco, to deliver world-class support for our global users. You’ll troubleshoot technical issues, guide customers through product features, and ensure a seamless experience across phone, chat, and email. This role requires exceptional communication, strong problem-solving skills, and a deep sense of ownership and reliability.
You’ll be part of a growing SaaS/IoT company whose SmartBox key management system powers secure operations for businesses in over 30 countries.
What You’ll Do
- Provide prompt, friendly, and accurate support in English and French across phone, chat, and email .
- Troubleshoot both software and hardware issues, escalating complex cases when necessary.
- Manage and prioritize multiple tickets simultaneously in a high-volume environment.
- Guide customers through setup, configuration, and feature use of Keycafe ’s SmartBox system.
- Document solutions and identify recurring technical issues for process improvement.
- Collaborate with internal teams to ensure customer feedback helps shape better products.
- Participate in support projects to continuously improve the department’s tools, workflows, and knowledge base.
- Maintain calm and professionalism while handling irate or urgent customer situations.
Why Join Keycafe
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Global scale, real impact: Support customers across industries worldwide, from hospitality to logistics.
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Tech-forward company: Work with cutting-edge SaaS/IoT systems and stay current with AI-driven support innovations.
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Growth-focused culture: Training, mentorship, and advancement opportunities in a rapidly scaling company.
About Keycafe
Keycafe , headquartered in Vancouver, powers secure and seamless key management for businesses worldwide. Our SmartBox system combines IoT hardware with cloud software to give organizations total control over their keys — anytime, anywhere. From hospitality and property management to logistics, fleets, and government, companies rely on Keycafe to keep operations secure, efficient, and scalable.
Requirements
Who You Are
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Fluent bilingual (French and English) with excellent written and spoken communication in both languages.
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2+ years of customer service experience , preferably in a technical support or SaaS environment .
- Proven ability to troubleshoot software and hardware issues logically and efficiently.
- Strong multitasking skills — able to manage multiple channels (phone, email, chat) simultaneously.
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Reliable, self-motivated , and able to work effectively with minimal supervision.
- Excellent typing speed and accuracy for chat-based support.
- Calm, empathetic, and professional demeanor in high-pressure or escalated interactions.
- Bachelor’s degree (Computer Science, Communications, or related field).
Nice to Have
- Experience with B2B customers or enterprise support.
- Familiarity with Zendesk , Slack , or similar tools.
- Comfort adapting to new technologies and AI-enhanced support systems .
Benefits
Compensation Range: EUR 950 to 1100 / month OTE (60% base / 40% performance)
Great team culture with strong collaboration and training support.
Career development opportunities within a global SaaS/IoT company.
Opportunity to make a global impact supporting innovative hardware + software solutions.
Originally posted on Himalayas