Open positions | Offres d'emploi
Customer Support Representative (English) | Montreal
Montreal, Quebec, Canada .
full-time . July 23, 2025
Description
Role: Customer Support Representative (English)
Location: Montreal
Employment Type: Full-time permanent contract 40h a week
Shifts: Mondays to Fridays from 12pm to 8pm EDT - In person in our Montreal office 5 days a week
Starting date: As soon as possible
About Alvéole
At Alvéole, we believe in doing work that makes an impact - no matter what position you hold in the organization. Rooted in urban beekeeping, Alvéole has evolved into a thriving organization with a passionate workforce of 175+ individuals, working across 50+ cities in Canada, the United-States and Europe. Together, we share a common goal - to create a nature-positive impact by connecting people to nature in urban settings. Primarily servicing the commercial real estate industry, Alvéole is committed to promoting sustainable practices and creating a positive impact on the environment through our innovative nature solutions.
Alvéole’s impact-driven Culture is centered around its values:
→ We do meaningful work
→ We grow together
→ We share our passion
→ We push boundaries
→ We choose optimism
→ We make the customer win
We don’t believe in values for the sake of having them. Alvéole is full of diverse experiences and perspectives, but by necessity our values are what we all have in common - they are what bind us together as an organization, and they are a non-negotiable commitment to doing things differently. Our values illustrate the ‘how’ behind our approach to work, and we use them as a compass to keep ourselves on the path that will lead us to success the ‘right’ way. Values hold us accountable to the culture we’ve set out to build for our team members, and the impact we’ve committed to making with our product.
About the Role
As a Customer Support Representative, you’ll be the friendly, knowledgeable, and efficient first point of contact for Alvéole’s clients. You’ll support clients across North America and Europe, respond to phone, email and emergency inquiries, and help troubleshoot customer issues You’ll also work cross-functionally with our service delivery, customer success, product and sales teams to deliver a thoughtful, timely, and efficient support experience.
What You'll Do
Main responsibilities:
- Provide fast, friendly, and reliable support via zendesk (email, phone, and emergencies)
- Troubleshoot common questions or issues related to hive installations, scheduling, workshops, and our customer platform
- Maintain accurate records in our support tools (like Zendesk, Zuper and HubSpot)
- Use Zendesk macros, side conversations and tagging to manage your queue, assign tasks, and escalate as needed
- Collaborate with other departments (sales, operations, beekeeping) to ensure smooth handoffs and quick resolutions
- Ensure customers can reach us reliably during scheduled support hours, and follow internal scheduling protocols to provide consistent coverage from Noon-8pm EDT
- Escalate complex or urgent issues to senior team members or relevant departments
Other responsibilities:
- Contribute to internal knowledge base articles and provide insight into how to optimize customer support processes
- Identify trends in customer feedback and suggest improvements to our services or support process
- Support seasonal communications and campaigns (e.g. workshop reminders, honey delivery updates)
What we are looking for
- Excellent written and spoken English
- A clear and thoughtful communicator, both written and verbal
- Highly organized and able to juggle multiple conversations or tasks at once
- Curious and eager to learn about sustainability, bees, and biodiversity
- A team player who thrives in a collaborative, purpose-driven environment
- Comfortable using digital tools like Zendesk, Hubspot, Google Workspace, and Slack (or quick to learn)
Bonus Points If You Have:
- Experience in a customer support or client-facing role
- Bilingual in English and French
- Familiarity with CRM platforms like HubSpot
- Passion for sustainability, education, or the environment
Benefits
- A performance cycle review with salary increase opportunity twice a year
- Comprehensive health insurance benefits from Day 1
- Generous and flexible PTO policy
- Regular company events to gather, connect, and have fun with peers
- Access to a beautiful office space at Mont-Royal Metro (the best view of Montreal!)) for Montreal
Our commitment to Inclusion & Belonging
At Alvéole, we believe that diversity is not only an integral part of our identity but a driving force behind our success. We are committed to fostering an inclusive environment that welcomes individuals from all backgrounds, experiences, and perspectives.
Our team is composed of unique talents, each contributing to the rich tapestry that makes Alvéole a vibrant and innovative workplace. We recognize the strength that comes from embracing diversity and strive to create a culture where every team member feels valued, respected, and empowered to bring their authentic selves to work.
In our pursuit of excellence, we actively seek to attract and retain a diverse workforce. We celebrate the differences that make us stronger as a collective and encourage an open and supportive atmosphere that values each person's contributions.
We encourage any applicant requiring an accommodation to contact talent@alveole.buzz.