French & English Remote Customer Support Advisor Music Streaming

# We Could Use Someone Like You in Our Crew. ModSquad has partnered with one of the world's leading music streaming platforms and is looking for experienced Customer Support Advisors to join our fully remote team.You'll provide written support through inbound messaging in French and English , assisting with account, billing, payment, subscription, technical, and platform-related issues.This is a fast-paced, high-volume environment where you'll handle 5-6 customer conversations at once , navigate multiple systems, research knowledge base resources, and follow detailed workflows. Strong multi-chat experience is essential. Please note: Qualified applicants will complete language assessments in both French and English. What You'll Do Handle 5-6 customer conversations simultaneously while maintaining accuracy and quality Resolve account, billing, payment, subscription, technical, and product-related issues Research and follow workflows and knowledge base resources Navigate multiple systems while staying organized and detail-oriented Review previous and automated support interactions to determine next steps Communicate professionally and empathetically, including in challenging situations Follow security and verification procedures Use sound judgment and escalate when needed Document resolutions accurately Identify recurring issues and provide feedback to improve support What We're Looking For Required: Previous high-volume written customer support experience Proven experience managing multiple simultaneous chats ; 5+ chats at once strongly preferred Fluent written French and English Strong problem-solving and attention to detail Comfortable learning and following detailed workflows Able to stay organized and productive in a fast-paced environment Experience with knowledge bases, case management systems, or similar tools Valued but not required: Tier 2, specialist, or escalation-support experience Payments, billing, refunds, or account security experience Digital, technology, or subscription-based experience Experience with AI-assisted support tools Experience identifying trends or improving support processes Orientation & Production Schedule 8-week orientation 40 hours/week Phase 1: 4 weeks 4:00 AM - 1:00 PM Pacific Time Phase 2: 4 weeks Self-scheduled during available production hours Production: Available 24/7 Minimum 25 hours/week Minimum 12 weekend hours (Saturday and/or Sunday) Workspace Requirements Windows 11 or macOS Sequoia/Tahoe Minimum 8 GB RAM ; 16 GB recommended Broadband internet, minimum 40 Mbps Webcam or smartphone capable of taking clear photos ModSquad security software and mobile 2FA app Dual monitors strongly recommended If you have strong multi-chat experience and thrive in a fast-paced support environment, we'd love to hear from you.