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Senior Customer Experience Specialist (Bilingual)
OneFeather —Remote
- $65,000–$75,000 a year
- Weekends as needed
- Remote
- Bilingual
- Software troubleshooting
- English
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Senior Customer Experience Specialist (Bilingual)

OneFeather
Remote

Quick apply

Job details

Permanent
$65,000–$75,000 a year
4 days ago

Qualifications

Bilingual
French
Software troubleshooting
English
Technical support
Zendesk
Communication skills

Full job description

Senior Customer Experience Specialist (Bilingual)Department: Customer ExperienceReports To: Director, Revenue OperationsLocation: Remote (Canada)Employment Type: Full-TimeLanguage Requirement: Bilingual — English and French (Required)
Support Indigenous Communities Through Technical ExpertiseOneFeather is an Indigenous-owned and operated company dedicated to serving Indigenous communities across Canada by building digital tools that support the rights and needs of Indigenous communities. We're expanding our platform to include Nation app onboarding and fintech disbursement services, and we need a technically skilled, bilingual professional to support this growth.
About the RoleOneFeather is looking for a Senior Customer Experience (CX) Specialist (Bilingual) to join our growing CX team. This is support role requires a technically capable professional who can handle complex product issues, deliver bilingual support, and operate flexibly outside standard business hours. The Senior CX Experience Specialist will be the escalation point for technical and high-sensitivity issues, supporting Nations through onboarding and ongoing platform operations.This role requires comfort with a flexible schedule, including scheduled evening and weekend shifts and will work closely with the Customer Experience Lead while supporting Product and Engineering teams with clear documentation of technical issues and user insights.The ideal candidate brings 2+ years of technical support or CX operations experience, strong problem-solving abilities, and fluency in both English and French. Must be able to explain complex technical concepts to non-technical users, think strategically about user pain points, and thrive in a fast-paced environment supporting diverse Indigenous communities.
Key ResponsibilitiesTechnical Support and Onboarding

Support Nation-level onboarding to the OneFeather app and digital platform, including account setup, troubleshooting, and user activation
Provide Tier 2 technical support for fintech and disbursement product issues as the program scales
Troubleshoot integration, access, and platform issues and escalate to Product or Engineering with clear documentation
Maintain working knowledge of back-end systems, card program mechanics, and platform architecture
Plan and deliver virtual training sessions for Nation election and voting officials being onboarded to the platform

Day-to-Day CX Operations

Handle status card application support, ticket resolution, and general user inquiries via designated support tools
Cover scheduled evening and weekend shifts as part of the CX team rotation
Respond to support inquiries in both English and French and serve as the primary bilingual resource for francophone users and Nation contacts
Escalate unresolved or high-sensitivity issues to the CX Lead with clear documentation

User Insights and Continuous Improvement

Document recurring issues, user friction points, and technical gaps and share structured summaries with Product and CX Lead
Support new product and feature launches from a CX readiness and user communication standpoint

Required QualificationsExperience and Technical Skills

2+ years in a technical support, Tier 2 support, or CX operations role
Demonstrated ability to troubleshoot software platforms, digital products, or financial technology
Bilingual — English and French (spoken and written)

Communication and Work Style

Strong written communication with ability to explain technical concepts clearly to non-technical users
Comfortable working a flexible schedule including evenings and weekends as scheduled
Ability to manage multiple support tickets and priorities independently
Strong problem-solving and critical thinking skills

Preferred Qualifications

Experience supporting Indigenous communities or organizations
Familiarity with prepaid card programs, fintech products, or payment platforms
Experience with ticketing systems (Zendesk, Intercom, or similar)
Experience planning and conducting virtual training sessions

Physical Requirements and Working Conditions

Remote work environment with extended periods at a computer
Flexible schedule including scheduled evening and weekend shifts
Ability to participate in virtual training and support delivery

Equal Opportunity StatementOneFeather is an equal opportunity employer committed to building a diverse and inclusive workforce. We strongly encourage applications from Indigenous peoples and all candidates who are committed to advancing Indigenous digital sovereignty and want to make a difference.

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