Product Expert - Bilingual (French is a Must)

Job summary

Serve as a primary client contact for onboarding, training, product guidance, system configuration, integrations, and ongoing technical support. Document client interactions, improve support and onboarding processes, maintain knowledge resources, and help track customer experience KPIs.

Job details

About the job ABOUT EXPENSEPOINTExpensePoint is a dynamic and fast-growing software company revolutionizing the way businesses manage employee expense reimbursement. Our innovative platform simplifies the process, combining cutting-edge technology with user-friendly tools to create efficient and seamless workflows. At ExpensePoint, we foster a culture of innovation, collaboration, and continuous growth, where team members are empowered to make an impact. Joining our team means being part of a forward-thinking company that values creativity, professional development, and a shared vision for success. POSITION SUMMARY:The Product Expert plays a pivotal role within the Customer Onboarding and Support teams, serving as a hands-on expert. This position is the first point of live contact for onboarding, training, and support for our clients.We’re looking for a self-motivated, service-driven leader with exceptional communication and analytical skills who thrives in a collaborative, fast-paced SaaS environment.Opportunities to grow into Sales or Customer Success. KEY RESPONSIBILITIES:Client Engagement and Product Expertise:Serve as a point of contact for clients, managing diverse and complex inquiries related to onboarding, training, and ongoing support. Deliver high-quality, personalized training and product guidance, empowering clients to fully utilize the ExpensePoint platform. Lead client meetings to address: * System configuration and customization * Integration with accounting platforms * Product training for end users and administrators * Troubleshooting issues and technical support * Respond promptly to daily customer communications, including emails, voicemails, and meeting requests. Document client interactions using internal tools such as HubSpot, Jira, and PandaDoc. Process Improvement and Operational Efficiency:Contribute to ongoing enhancements of support and onboarding processes by identifying pain points and suggesting solutions. Assist in maintaining and updating internal knowledge base resources and client-facing materials. Participate in team meetings and cross-functional initiatives to improve the overall customer experience. Support reporting and tracking of KPIs related to client satisfaction, resolution times, and support quality. SKILLS & QUALIFICATIONS:University degree or college diploma in Business Administration, Information Technology, Finance, or a related field—or equivalent work experience. 2–5 years of experience in a French and English customer contact environment. Proven experience in a team lead, mentor, or supervisory role is a strong asset. Dedicated to delivering exceptional service and creating value for both internal and external clients. Strong interpersonal skills with excellent verbal and written communication abilities. Highly organized with the ability to manage multiple priorities under time constraints. Skilled in Microsoft Office Suite; advanced Excel skills (e.g., pivot tables, complex formulas) are preferred. Comfortable using tools such as HubSpot (CRM), Jira (ticketing/project management), PandaDoc, and Microsoft Teams. Strong problem-solving skills and analytical thinking. Proactive, adaptable, and able to lead by example in a collaborative team setting To apply, send your CV to jobs@expensepoint.com

What you’ll do

Serve as a primary client contact for onboarding, training, product guidance, system configuration, integrations, and ongoing technical support. Document client interactions, improve support and onboarding processes, maintain knowledge resources, and help track customer experience KPIs.

Requirements

Requires a university degree or college diploma in business, IT, finance, or a related field, or equivalent experience, and 2–5 years in a French- and English-speaking customer contact environment. Strong communication, organization, analytical and problem-solving skills are required; team leadership experience and advanced Excel skills are assets.

Listed skills

• Customer support · Preferred
• Client Onboarding · Preferred
• Problem solving · Preferred
• Troubleshooting · Preferred
• Team Leadership · Preferred
• Process Improvement · Preferred
• Technical Support · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer Support
• Client Onboarding
• Product Training
• French-English Communication
• SaaS Product Expertise
• System Configuration
• Accounting Platform Integration
• Troubleshooting
• Technical Support
• Customer Relationship Management
• Process Improvement
• Knowledge Base Maintenance
• KPI Reporting
• Advanced Excel
• Problem-Solving
• Team Leadership

Job areas

• Customer Service & Support
• Software
• Technology
• Management & Leadership

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