Customer Support Agent

About the Role

InBeat is hiring Consumer Brand Customer Support Agents to provide high-quality, bilingual customer service for a major new CPG energy brand, backed by one of the world’s largest corporations. You will be fully dedicated to this flagship client, joining a small, focused support team led by the Customer Support Manager & QA/Training Lead.

Your role is to be the frontline of the customer experience: responding to tickets, handling inquiries, troubleshooting orders and subscriptions, and ensuring that every customer feels supported in both English and French. This is a remote contractor position with the opportunity to make a direct impact as the brand launches and scales.

Key Responsibilities

• Respond to customer inquiries via email, chat, and other channels in both English and French.

• Provide accurate, timely, and empathetic responses to consumer brand support needs (orders, product questions, subscriptions).

• Troubleshoot product and Shopify Plus eCommerce issues with professionalism and care.

• Escalate complex cases to the Customer Support Manager when necessary.

• Document and track customer issues, ensuring proper follow-up and resolution.

• Maintain a professional, consistent brand voice across all customer interactions.

• Contribute to building a knowledge base and FAQ library as the brand grows.

What We’re Looking For

• 1–3 years of customer support experience, ideally within consumer/CPG or eCommerce brands.

• Fluency in English and French (spoken and written) is required.

• Strong communication and problem-solving skills with an empathetic, customer-first mindset.

• Ability to learn quickly and adapt in a fast-paced brand launch environment.

• Comfortable using customer support platforms (Gorgias, Zendesk, Freshdesk, or similar).

• Reliable, detail-oriented, and able to work independently within a remote team.

Nice-to-Have

• Experience supporting Shopify Plus or subscription-based consumer products.

• Familiarity with loyalty/rewards programs and digital subscription tools.

• Previous experience supporting a brand launch or high-growth startup environment.

Why Join Us

• Be part of the founding customer support team for a new consumer brand with global ambitions.

• Work in a small, supportive team environment with strong leadership and growth opportunities.

• Gain experience in bilingual customer support for a high-profile brand launch.

• Remote-first contractor role with the opportunity to grow as the brand scales.

Employment: Contractor, InBeat Agency
Dedicated Client: Global CPG Energy Brand
Location: Remote, Canada (Quebec preferred)
Languages: English + French (bilingual fluency required)