Bilingual Technical Support Specialist

Location: Remote (Canada)

Department: Technical Support

Reports to: Manager, Technical Support

Schedule: 8 hour shift, Monday to Friday (EST hours)

About the Role

CareCru is looking for a Bilingual Technical Support Specialist who is passionate about helping customers succeed while solving real technical challenges. You'll be the first line of contact for our customers — answering questions, resolving technical issues, and ensuring they get the most value out of the CareCru platform.

If you're fluent in French and English, experienced in customer support ticketing systems, and have basic technical skills (like writing SQL queries and troubleshooting SaaS applications), we'd love to meet you

This is an exciting opportunity to join a fast-growing Vancouver tech startup and make a direct impact on the success of dental practices across North America.

Key Responsibilities

• Serve as a primary point of contact for CareCru customers (in both English and French) through our ticketing system, email, and live chat.
• Manage and resolve support cases efficiently — ensuring timely follow-up, accurate documentation, and customer satisfaction.
• Use your technical skills (SQL, basic HTML/CSS) to troubleshoot product and data issues.
• Collaborate with internal teams (Product, Engineering, Customer Success) to escalate and resolve complex issues.
• Assist in the technical setup and configuration of new customer accounts.
• Identify recurring problems and suggest improvements to tools, processes, and documentation.
• Educate customers about new product releases, features, and best practices.
• Advocate for customers internally and ensure their feedback drives product improvements.

Qualifications

• 2+ years of experience in technical or customer support, ideally in a SaaS environment.
• Bilingual proficiency (French & English) — written and spoken.
• Strong communication skills and proven ability to handle support tickets with empathy, professionalism, and accuracy.
• Hands-on experience with support ticketing tools (Zendesk, HubSpot, or similar).
• Working knowledge of SQL (writing simple queries to extract or validate data).
• Familiarity with HTML/CSS and basic web troubleshooting.
• Understanding of Windows operating systems and basic networking/server concepts.
• Comfortable working independently in a remote, fast-paced startup environment.

Nice to Have:

• Experience in the dental or healthcare industry.
• Exposure to Google Analytics, Tag Manager, or CRM systems.
• Previous experience supporting small businesses or startups.

You'll Love This Role If You…

• Are empathetic, patient, and love helping others solve problems.
• Enjoy working with technology and digging into technical details.
• Thrive in a collaborative team that values transparency and innovation.
• Are curious and proactive — you don't wait to be told what to do.
• Like to think critically, ask "why," and continuously improve processes.
• Have a sense of humor and take your work seriously — but not yourself.

Perks & Opportunities

• Competitive salary and bonus structure
• Entry-level stock options
• Comprehensive benefits package (health, dental, vision)
• Remote work flexibility
• Mentorship from proven startup leaders
• Strong growth potential within a rapidly scaling company
• A fun, energetic team that works hard and celebrates success

About CareCru

CareCru is a Self-Driving Growth Platform that's revolutionizing how dental practices operate. We help practices grow, measure, and manage their business — on autopilot.

We're a team of ambitious, creative, and passionate professionals who thrive in a fast-paced, no-ego environment. If you're looking for a chance to make an impact, learn constantly, and work with an amazing team — this is it.

Job Types: Full-time, Permanent

Pay: $60,000.00-$65,000.00 per year

Benefits:

• Dental care
• Extended health care
• Paid time off
• Stock options

Experience:

• Technical support: 2 years (preferred)

Language:

• French (required)

Work Location: Remote