Web Hosting Customer Experience Specialist - French and English

Position Summary: At managed.com, we're a remote-first, global team. We're also AI-first, so finding practical ways to use AI is part of every role here. As a Customer Experience Specialist, you'll help customers solve web technology problems through phone, email/tickets, and live chat. You’ll be the go-to expert for troubleshooting website, email, and hosting issues, offering friendly and knowledgeable support that ensures every customer gets the help they need, fast and stress-free. Schedule - All on Eastern Time (Toronto): - 2:00 AM - 10:00 AM - 9:00 AM - 5:30 PM What you’ll do: - Provide technical support via phone, email/tickets, and chat - Resolve customers’ web technology issues by explaining web hosting components and offering clear, actionable guidance - Troubleshoot and resolve advanced website and email issues - Install, configure, maintain, and fix errors for content management systems like WordPress - Explain DNS settings and web design tools in a way customers can understand - Address and escalate pre-sales, sales, and billing inquiries as needed - Schedule and conduct callbacks to ensure a smooth support experience - Deliver an outstanding customer experience and help maintain high satisfaction levels - Support French-speaking customers in their preferred language - Support other tasks or projects as assigned to meet team and business needs About you: - Experience in a technical support or helpdesk role - Strong troubleshooting skills, especially for websites and email systems - Solid communication skills in English and French (written and verbal) - Experience with web hosting platforms is a strong plus - A customer service background or a related tech role is an asset What we offer: - Remote-first work, with team members across many countries - Competitive pay, benchmarked against the markets we hire in - Room to grow, with real ownership of your work and support for professional development - Flexibility in how and when you work, w