Bilingual Customer Support Specialist

Job Description

About MealSuite 
MealSuite builds end-to-end foodservice technology for healthcare and senior living organizations. Our mission is to help care teams deliver better dining experiences with less effort. We’re a fast-growing team working on meaningful problems that directly impact patient and resident care. 

About the Role 
We’re looking for a solutions-driven and customer-focused Customer Support Specialist to join our Customer Support team. Reporting to the Team Lead, Customer Support, you’ll be you’ll be an expert problem solver as you delve deep to provide tailor-made solutions to our customers and help pinpoint product issues as we continuously hone and refine our technology 

Please note that this role requires working fluency in French 

What You’ll Do 

• Ensure delivery to customers – Facilitate the timely and successful delivery of solutions according to customer needs and objectives.   

• Be the point of contact – Field support calls, chats and emails coming into the queue for internal and external users    

• Manage incoming queries – Prioritize tickets, reassign based on subject and skill level, and update and track assigned tickets   

• Improve the technology – Troubleshoot reported issues and create defects for product to review and participate software/hardware testing  

• Continue to grow professionally – Research and consult manuals and training material for self-guided continued learning   

What You Bring 

• 1-3 years of direct experience in customer support roles. 

• Experience with Customer Success Management tools, such as Zendesk, Salesforce, or other foodservice tech software. 

• Experience in the foodservice, acute care, or tech industry strongly preferred 

• Clear and concise communicator, able to explain complex topics in a way that’s easy for customers to understand, with strong attention to detail 

• Calm, flexible, and resilient under pressure, maintaining professionalism and effectiveness during high‑volume or high‑stress situations 

• Analytical and investigative problem‑solver, motivated to dig into issues thoroughly and follow through until resolution 

• Skilled at juggling multiple priorities, with the ability to shift focus between tasks, customers, and systems multiple times in a single day 

• Ability to thrive in a collaborative, fast-moving environment 

• Willingness to travel occasionally; valid passport with no travel restrictions (Canada/USA; Vietnam if required) 

Compensation: $57,500–$69,000 CAD per year / $50,000–$60,000 USD per year 

Why You’ll Love Working Here   

• Unlimited paid time off – yeah, you read that right! We trust our employees to build their own version of balance so they can feel rejuvenated to bring their best every day.   

• Retirement savings support – we invest in your future with RRSP/401(k) matching at 100% up to 3%, because long-term security matters just as much as day-to-day balance. 

• Health benefits – this includes day one medical, dental, and vision options, life & disability insurance, & paid maternity and parental leave.  

• Hybrid flexibility – we value the collaboration, mentorship and learning that come from physically working next to one another, as well as the benefits that remote work can offer.   

• Work-life balance – this is supported by the fact that more than 90% of current employees agree that their leader supports their wellbeing.   

• Participation in our equity program – we’d love for you to share in MealSuite's success as we continue to grow!   

• Opportunities for career development and advancement – we support our employees in pursuing and achieving their professional goals.   

• Purposeful work with a positive community impact – more than 90% of our North American employees agree that the company’s purpose aligns with their personal values. Learn more about our values at  mealsuite.com/careers. 

We want to ensure that every qualified individual has an equal opportunity to work with us. If you require accommodation to our application process, please contact [email protected]. 

MealSuite uses AI-assisted tools during parts of the hiring process, including screening and workflow automation. All final hiring decisions are made by people. 

This is a current vacancy, and we are actively hiring for this position.