Bilingual Customer Success Specialist

About LoadLink Technologies

Join Canada's leading freight and logistics software company, where we've been transforming how carriers, brokers, and shippers connect for over 30 years. As a wholly owned subsidiary of Roper Technologies (NYSE: ROP, S&P 500), LoadLink combines innovative transportation technology solutions with Fortune 1000 stability.

Our best-in-class freight-matching platform helps customers grow their businesses, increase margins, and drive profitability by maximizing assets, optimizing rates, and expanding networks. From replacing the rolodex in 1990 to today's multi-platform solutions, we continue transforming how the commercial transportation industry connects, moves, and manages loads across Canada.

Are you seeking a dynamic, stable, and growing company that values your contributions and fosters a fun work culture with a healthy work-life balance? If yes, Loadlink Technologies is the perfect fit for you Join our innovative team at the forefront of Canada's booming Tech and Transportation sectors, where your role is crucial in shaping our company's image

What You'll Do

As a Bilingual Customer Success Specialist, you will play a dual role — supporting customers through inbound inquiries and guiding them through a successful onboarding journey. You'll ensure customers feel confident using our products by providing personalized product training, proactive outreach, and responsive support in both English and French. This role is ideal for someone who enjoys problem-solving, teaching others, and helping customers get the most value from our platform.

• Serve as a primary point of contact for customers, providing support in both English and French via phone, email, and chat
• Troubleshoot and resolve technical or account-related issues efficiently, escalating when necessary
• Enforce licensing policies and restrictions, escalating when necessary
• Deliver engaging product training sessions (one-on-one or group) to new customers, ensuring successful onboarding and product adoption
• Identify opportunities to upsell / cross sell features and products during training sessions to drive growth
• Proactively follow up with customers post-training to ensure satisfaction and identify opportunities for additional support or education
• Assist customers in understanding best practices and maximizing the use of our products and features
• Conduct targeted outbound calls to identify opportunities to upsell or cross-sell features, products, and services that meet customer needs
• Maintain accurate records of all interactions, trainings, and resolutions in our CRM
• Participate in customer outreach campaigns to gather feedback, share product updates, and strengthen relationships
• Contribute to continuous improvement initiatives by sharing customer insights, pain points, and ideas
• Assist with other targeted projects as required

What We're Looking For

• Fluent in English and French (spoken and written)
• 1–3 years of experience in customer success, account management, or customer support
• Excellent communication and presentation skills, with the ability to explain technical concepts in a clear, friendly manner
• Strong problem-solving and organizational skills
• Comfortable conducting virtual or phone-based training sessions
• Experience with CRM or ticketing systems (Salesforce experience an asset)
• Experience in a SaaS environment is an asset
• Ability to work collaboratively across teams in a fast-paced environment

What Makes Loadlink Technologies Awesome

• Flexible Work Model: Enjoy a balanced hybrid approach with 2 in-office days.
• Vibrant Workplace Culture: We celebrate achievements and strike the perfect balance between productivity and enjoyment.
• Competitive Compensation Package: Benefit from an attractive salary, comprehensive benefits, annual performance bonuses, and an employee recognition program.
• Secure Your Future: Take advantage of our 50% RSP matching and stock purchase options to build financial stability.
• Generous Time Off: Recharge with our paid vacation policy, ensuring you maintain a healthy work-life balance.
• Corporate Social Responsibility: Make a difference by participating in events, fundraisers, and environmental initiatives.
• Collaborative Environment: Work alongside diverse teams, build strong professional relationships, and engage in networking events and team-building activities.
• Innovative Technology: Work with cutting-edge tools and systems that keep us at the forefront of our industry

Company Values we Stand By:
Acting with Integrity, Owning It, Being Humble, Continuous Improvement & Customer Centricity

The Fine Print:
By applying to this position, you are confirming you either possess a Canadian citizenship, permanent resident status or work permit. In accordance with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code Loadlink Technologies will provide accommodation throughout the recruitment and selection process to applicants with disabilities. If selected to participate in the recruitment and selection process, please inform Human Resources of the nature of any accommodation(s) that you may require.