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.

Please note: A Chromebook is not sufficient for ModSquad projects.

About ModSquad:

ModSquad has been reinventing the Customer Experience Services industry since 2007. Top brands around the globe turn to us for customer support, content moderation, trust and safety, community management, and social media services. We work with startups and Fortune 500 companies and everything in between. Our client list includes Spotify, VSCO, Vimeo, Tourism Ireland, and a ton of other companies we aren’t at liberty to talk about. We support over 50 languages in more than 90 countries. We’re primarily a remote company so you’ve already seen our/your office. If you want to work with great people on cool projects for amazing brands, you’ve come to the right place.

ModSquad is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), gender, national origin, ancestry, age, physical or mental disability, military status, status as a veteran or disabled veteran, sexual orientation, gender identity or expression, marital or family status, genetic information, medical condition, or any other basis protected by applicable federal, state, or local law, ordinance, or regulation.

Individual base pay or rate depends on various factors, in addition to primary work location, such as complexity and responsibility of role, job or contract duties/requirements, and relevant experience and skills. Although we have opportunities across the globe, this advertisement, unless otherwise specified, excludes individuals residing in California, Colorado, New York, and Washington at this time.