Senior Customer Support Representative - Bilingual French/English

Senior Customer Support Representative — Vetify Fulfillment Representative

Location: Calgary, Alberta, Canada
Work Arrangement: Hybrid — 3 days in office, 2 days remote if within commuting distance; remote may be considered outside commuting distance
Employment Type: Not specified
Pay: $21.50 CAD/hour
Start Date: October 5, 2026
Training: 8 weeks, Monday–Friday, 9:00 AM–6:00 PM Mountain Time; 100% attendance required
Language: Full fluency in French and English, verbally and in writing

The Vetify Fulfillment Representative (Sr Customer Support Rep) will assist end-users in maximizing the value of the Avetta platform by supporting compliance workflows, verifying documentation, and resolving inquiries across multiple service channels. This role plays a critical part in ensuring supplier success and satisfaction through timely, accurate, and professional support. This position requires full fluency in both French and English, both verbally and in writing.

If residing within commutable distance to one of our offices, a hybrid schedule would be required (3 days in office, 2 days work from home). Remote work may be considered for those outside of commutable distance. 

Pay rate: $21.50 CAD/hour

This position starts on October 5 and requires 100% attendance for 8 weeks of training (Monday-Friday, 9 am-6 pm MT).

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Guide suppliers through Avetta’s products and assist with navigation, task completion, and compliance workflows
• Own the supplier experience by managing assigned accounts and building strong, trust-based relationships
• Proactively monitor supplier progress and follow up to ensure timely completion of compliance tasks
• Verify technical and regulatory documents submitted by suppliers, including insurance certificates and safety documentation
• Record and track customer inquiries, complaints, and feedback in internal systems (e.g., Salesforce)
• Collaborate with internal departments to resolve customer requests and escalate issues as needed
• Identify and document product defects and usability gaps reported by users
• Handle and resolve customer complaints with professionalism and empathy
• Uphold Avetta’s core values by delivering respectful, fair, and knowledgeable service in every interaction
• Regular and predictive attendance

IDEAL EXPERIENCE, EDUCATION & TRAINING:

• 1–2 years of experience in customer service, preferably in a SaaS or cloud-based environment, Avetta-specific experience preferred
• Strong communication skills, both written and verbal
• High attention to detail and ability to multitask in a fast-paced setting
• Proficiency in desktop productivity tools (e.g., Word, Excel)
• Aptitude for learning new software systems and business processes
• Self-motivated with a passion for helping customers
• Bachelor’s degree preferred; Associate degree considered