ABOUT EXPENSEPOINT

ExpensePoint 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 Bilingual Product Expert plays a pivotal role within the Customer Onboarding and Support teams, serving as a hands-on expert for our clients. 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.

KEY RESPONSIBILITIES

Client Engagement and Product Expertise

• Serve as a French 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 utilize the ExpensePoint platform fully.
• 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 fast-paced SaaS or customer contact environment.
• 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.

Additional pay:

• Performance Bonus

Benefits:

• Dental care
• Extended health care
• Vision care
• RRSP match
• Life Insurance
• Paid vacation starting at 3 weeks
• Quarterly team-building events

Schedule:

• Monday to Friday, Hybrid in Winnipeg, Manitoba

Education:

• Secondary School (preferred)

Experience:

• Customer service: 3 years (preferred)