Executive Support Associate II (Bilingual English/French)

Location: Toronto, Canada; hybrid schedule with in-office work 3 days per week on Mondays, Wednesdays, and Thursdays

Salary: $50,000–$60,000 CAD annually, plus equity and benefits

Company

hirify.global operates a car-sharing marketplace connecting hosts and guests across the US, UK, Canada, Australia, and France.

What you will do

• Handle high-impact host and guest escalations across North America, including Canadian and US cases.
• Support customers in English and French through complex, sensitive, and time-critical situations.
• Resolve issues involving billing disputes, fees and fines, vehicle damage, mechanical concerns, reservations, and policy interpretation.
• Partner with Trust & Safety, Claims, Legal, Product, Leadership, and other stakeholders to reach timely resolutions.
• Balance empathy with policy and use sound judgment to make fair, consistent decisions.
• Identify trends and contribute to improvements in processes, tools, policies, and the host and guest experience.

Requirements

• 3+ years of experience in customer support, escalation handling, or a comparable service environment.
• Fluency in both French and English, with excellent written and verbal communication skills.
• Strong emotional intelligence and the ability to remain calm under pressure and de-escalate effectively.
• Critical thinking, problem-solving skills, and comfort handling ambiguous situations.
• Ability to work independently, collaborate effectively, and manage multiple priorities with strong attention to detail.
• Experience with Zendesk, Kustomer, or similar customer support platforms.

Nice to have

• University undergraduate degree in any field.
• Call center experience.

Culture & Benefits

• Full-time employment with equity, benefits, and additional perks.
• Employer-paid medical, dental, and vision insurance, subject to country-specific coverage.
• Retirement employer match, paid time off, paid holidays, volunteer time off, and parental leave.
• Learning and Development stipend, cell phone and internet stipend, hirify.global travel credit, and host matching program.
• In-office lunch, snacks, and activities for office-based and hybrid employees.

Hiring process

• Recruiting may use AI-enabled tools for information gathering, communications, interview note-taking, and assessment support.
• Hiring decisions are made by hirify.global employees; AI tools are not permitted during live interviews or technical assessments unless specifically requested as an accommodation.