Customer Service Representative (French/English) - Tech, Remote

Are you passionate about helping customers succeed — and equally comfortable solving both software and hardware challenges?

At Keycafe, we’re looking for a Bilingual Customer Service Representative (French/English) based in Morocco,to deliver world-class support for our global users. You’ll troubleshoot technical issues, guide customers through product features, and ensure a seamless experience across phone, chat, and email. This role requires exceptional communication, strong problem-solving skills, and a deep sense of ownership and reliability.

You’ll be part of a growing SaaS/IoT company whose SmartBox key management system powers secure operations for businesses in over 30 countries.

• → Provide prompt, friendly, and accurate support in English and French across phone, chat, and email.
• → Troubleshoot both software and hardware issues, escalating complex cases when necessary.
• → Manage and prioritize multiple tickets simultaneously in a high-volume environment.
• → Guide customers through setup, configuration, and feature use of Keycafe’s SmartBox system.
• → Document solutions and identify recurring technical issues for process improvement.
• → Collaborate with internal teams to ensure customer feedback helps shape better products.
• → Participate in support projects to continuously improve the department’s tools, workflows, and knowledge base.
• → Maintain calm and professionalism while handling irate or urgent customer situations.

Keycafe, headquartered in Vancouver, powers secure and seamless key management for businesses worldwide. Our SmartBox system combines IoT hardware with cloud software to give organizations total control over their keys — anytime, anywhere. From hospitality and property management to logistics, fleets, and government, companies rely on Keycafe to keep operations secure, efficient, and scalable.

• Fluent bilingual (French and English) with excellent written and spoken communication in both languages.
• 2+ years of customer service experience, preferably in a technical support or SaaS environment.
• Proven ability to troubleshoot software and hardware issues logically and efficiently.
• Strong multitasking skills — able to manage multiple channels (phone, email, chat) simultaneously.
• Reliable, self-motivated, and able to work effectively with minimal supervision.
• Excellent typing speed and accuracy for chat-based support.
• Calm, empathetic, and professional demeanor in high-pressure or escalated interactions.
• Bachelor’s degree (Computer Science, Communications, or related field).

• Experience with B2B customers or enterprise support.
• Familiarity with Zendesk, Slack, or similar tools.
• Comfort adapting to new technologies and AI-enhanced support systems.