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

> Keycafe · Morocco (Remote) · Full-time · Posted 2026-01-06

**Salary:** EUR 11,000–13,000

**Workplace:** remote

**Department:** Customer Support

## Description

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.

### **What You’ll Do**

-   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.

### **Why Join Keycafe**

-   **Global scale, real impact:** Support customers across industries worldwide, from hospitality to logistics.
-   **Tech-forward company:** Work with cutting-edge SaaS/IoT systems and stay current with AI-driven support innovations.
-   **Growth-focused culture:** Training, mentorship, and advancement opportunities in a rapidly scaling company.

### **About Keycafe**

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.

## Requirements

### **Who You Are**

-   **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).

### **Nice to Have**

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

## Benefits

**Compensation Range:** EUR 950 to 1100 / month OTE (60% base / 40% performance)

**Great team culture** with strong collaboration and training support.

**Career development opportunities** within a global SaaS/IoT company.

Opportunity to **make a global impact** supporting innovative hardware + software solutions.

## Apply

[Apply at Keycafe](https://apply.workable.com/keycafe/j/E328CBA9AD/apply)

---
Powered by [Workable](https://www.workable.com)