Bilingual Customer Success Associate

Job summary

Support clients throughout onboarding and ongoing use of the platform by providing bilingual assistance, training, technical support, and proactive relationship management. Maintain accurate client records, review insurance certificates, coordinate with internal teams, and identify opportunities to improve retention and expand accounts.

Job details

About Entuitive Workforce Entuitive Workforce Inc. is an AI-powered SaaS platform that gives organizations real-time visibility and control over contractor and vendor compliance across Canada and the United States. Trusted by 70,000+ companies, including enterprise and Fortune 100 clients, we centralize and automate the management of insurance documentation, licences, certifications, health and safety training, and background screening. Our exception-based approach flags lapses before they create exposure, so clients focus only on what needs attention, backed by a complete, time-stamped audit trail. For contractors, Tap n' Go QR-based badging provides instant on-site credential verification. The platform is built for both the organizations that hire contractors and the contractors who work for them. Job Overview Entuitive Workforce is seeking a proactive and customer-focused Bilingual Client Success Associate to support our growing client base. This role is integral to ensuring smooth onboarding, maintaining strong client relationships, and maximizing customer satisfaction and retention. You will act as the primary contact for key clients, addressing inquiries, providing training, and helping them leverage our platform effectively. Fluency in both English and French is required. Responsibilities Welcome engagements with our new clients Assist in on-boarding, educating, and supporting our customers from trial, to purchase, to subscription and beyond Provide customers with tech support and information about products and services Respond / Assist to Client email inquiries and inbound calls Conduct outbound calls to enhance customer retention, address concerns, and strengthen relationships Update customer profiles and assisting with system tasks Ensure customer satisfaction and provide professional customer support Serve as the main point of contact for assigned client relationships Print and mail badges to clients Provide bilingual (English/French) customer support via email and phone Assist with onboarding new clients and ensuring seamless adoption of our platform Proactively address customer concerns, troubleshoot issues, and escalate when necessary Conduct regular check-ins with clients to gather feedback and optimize their experience Work collaboratively with Sales, and Product Development teams to enhance customer outcomes Maintain accurate client records and documentation in the system Identify upsell and expansion opportunities to drive business growth Review certificates of insurance (COIs) submitted by contractors and help clients understand coverage types, limits, additional insured requirements and expiry dates Qualifications and Skills Fluency in both English and French (written and spoken) is required. Minimum 2 years of experience in a previous Call Center or Customer Support position. Successful experience in retaining and upselling customer base Highly organized and detail-oriented, with the ability to work independently A solution-oriented and team approach to problem solving Exceptional written and verbal communication skills Well-developed ability to build strong relationships, quickly establish credibility and collaborate across multiple internal and external teams Ability to quickly leverage tools and technology such as online SAAS application High energy level, demonstrated drive to succeed, and comfortable with urgency Comfortable in a fast-paced environment, adapting to change and eager to learn Preferred Qualifications RIBO Level 1 licence (current or previously held) or successful completion of the RIBO Level 1 exam Equivalent insurance designations also considered: AMF damage insurance certification (Québec), CAIB, or CIP Working knowledge of commercial general liability, auto, and workers' compensation coverage (WSIB / CNESST) Experience reviewing or processing certificates of insurance Experience Customer support: 2 years (required) Insurance brokerage or insurance operations: 1 year (preferred) Language French (required) Location Work Location: Remote

What you’ll do

Support clients throughout onboarding and ongoing use of the platform by providing bilingual assistance, training, technical support, and proactive relationship management. Maintain accurate client records, review insurance certificates, coordinate with internal teams, and identify opportunities to improve retention and expand accounts.

Requirements

Requires fluency in written and spoken English and French, at least two years of customer support or call center experience, and demonstrated success in customer retention and upselling. Candidates should be organized, communicative, comfortable with SaaS tools and fast-paced work; insurance credentials or experience reviewing certificates of insurance are preferred.

Listed skills

• Client Onboarding · Preferred
• Upselling · Preferred
• Technical Support · Preferred
• Relationship Building · Preferred
• written communication · Preferred
• Troubleshooting · Preferred
• Problem solving · Preferred
• Cross-Functional Collaboration · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Bilingual Customer Support
• Client Onboarding
• Customer Retention
• Upselling
• Technical Support
• Relationship Building
• Written Communication
• Verbal Communication
• Troubleshooting
• Customer Training
• Client Record Management
• Certificate of Insurance Review
• Commercial Insurance Knowledge
• Problem Solving
• Cross-Functional Collaboration
• SaaS Platform Proficiency

Job areas

• Customer Service & Support
• Sales
• Technology
• Software