Bilingual Support Specialist, EV Charging; French​/English

Role overview

As a Bilingual Support Specialist for EV Charging at Charge Lab, your primary role will be to assist EV drivers and site hosts by providing support in both English and French. You’ll troubleshoot technical and payment‑related issues, explain our products, and resolve inquiries via phone, chat, and email — ensuring a seamless experience across all channels.

This role is hands‑on and customer‑focused, ideal for someone who thrives in real‑time problem‑solving and delivering a great user experience. You’ll work cross‑functionally with Support, Engineering, and Product teams to resolve issues and drive continuous improvement. A strong focus on efficiency, quality, and customer satisfaction is essential.

As part of a growing team in a fast‑moving industry, you'll have opportunities to learn, grow, and contribute to a more sustainable future.

Schedule: This position is primarily based on‑site at our Etobicoke, Toronto office and follows a rotating schedule across our business hours (7 AM–9 PM EST). It also includes one remote weekend shift, weekly (Saturday or Sunday) from 9 AM–5 PM EST.

• Serve as the primary point of contact for end users by providing bilingual support (English and French) via phone, our main communication channel.
• Collaborate with internal support teams to meet customer SLAs and maintain high satisfaction.
• Assist end users across additional support channels, including chat and email‑based ticketing, to ensure a consistent support experience.
• Analyze OCPP connectivity logs and data to identify and resolve technical problems.
• Escalate hardware and connectivity issues to site hosts, working closely with our Hardware and Solutions Engineering teams to ensure timely resolutions.
• Contribute to internal and external documentation in both English and French to support knowledge sharing and self‑service.

• Fluent in English and French — both written and spoken.
• Comfortable supporting end users via phone, chat, and ticketing systems like Zendesk.
• Experience in customer or technical support in a fast‑paced environment.
• Strong problem‑solving skills and a passion for delivering excellent customer outcomes.
• Ability to stay calm and resourceful under pressure.
• Clear communicator who can simplify complex technical topics.
• Post‑secondary degree in a STEM field is preferred.
• Zendesk experience is an asset.
• Spanish fluency is a bonus.