Bilingual Customer Success Manager (French & English)

RBC Ventures is a new kind of organization – one that marries the strength of one of the world's most trusted and successful financial institutions with a mission to reimagine the role we play in people's lives. We are building a world class team focused on creating new experiences, exploring new business models and developing new relationships that add value to how people live and work. In 2020, RBC Ventures was named to Fast Company's Top 100 Workplaces for Innovators. Ownr is an RBC Ventures company and we're on a mission to become the leading platform for entrepreneurship in Canada. As an all-in-one legal platform, we help thousands of entrepreneurs each month start and grow their businesses.

About the role

Ownr, an RBC Ventures company, is hiring a Bilingual Customer Success Manager (French & English). Ownr is on a mission to become the leading platform for entrepreneurship in Canada. In this role, you will help thousands of entrepreneurs as they build and grow their business using the legal tools, perks, and other valuable resources provided by Ownr. You will encourage users to maximize the value of their Ownr subscription and answer their questions and concerns along the way. Through providing a fantastic customer experience and using your ability to make complex concepts simple and understandable, you will promote retention, increase customer satisfaction, and safeguard the reputation of Ownr in the marketplace.

As Ownr expands its presence across Canada, you will engage your French language skills to provide excellent service to Ownr's customers in Quebec and other French-speaking regions of Canada.

Armed with your passion for entrepreneurship, you will take the lead in gathering user feedback and ensure that the voice of the customer is heard throughout the organization. You will collaborate with the product, design, and leadership teams to place the customer at the heart of Ownr's future.

What will you do?

• Take responsibility and accountability for customer communication by managing inbound chats, tracking tickets, and identifying solutions

• Put customers' needs first and provide an invaluable customer experience by helping them identify solutions

• Track metrics and maintain high levels of customer engagement and satisfaction

• Partner closely with cross-functional team members to translate business needs and product requirements into new solutions for customers

What do you need to succeed?

Must have

• Customer service experience in a startup environment and/or fast-paced growing organization

• Willingness to learn about legal concepts and other issues affecting business owners in Canada

• Excellent written communication skills, in French and English, and the ability to respond instantly to customer concerns

• Fluency in both French and English and the ability to quickly communicate complex concepts in simple terms

• Interest in technology and building innovative online solutions

Nice to have

• Experience using Intercom, or similar customer-engagement software

• Background as a business operator and/or firsthand exposure to entrepreneurship

About Ownr

At Ownr, we have helped thousands of Canadians establish their businesses. As we redefine the entrepreneurship landscape, we take pride in simplifying what it takes to be a business owner. We're on a mission to become the leading platform for entrepreneurship in Canada, and it takes an entire team to build something big. So join our team and discover how we can help entrepreneurs make their dreams a reality.

About RBC Ventures

RBC Ventures Inc., a subsidiary of the Royal Bank of Canada, is going beyond banking to create meaningful solutions that touch every Canadian. We are building new ventures, acquiring growing firms, making investments and partnering with organizations that share our vision. The results are products and services that solve problems and make lives better. For more information, visit RBCVentures.ca.