Client Success Agent

LRDG Language Research Development Group is a leading Canadian language learning platform, based in Montreal, offering a unique blend of tutoring expertise and online community support, for proven, fast results. We have been a recognized partner to the Canadian government for over 20 years and are now looking to grow and expand on what has made our business a success so far.  

As a Client Success Agent, you will be a key point of contact for our clients, tutors, and learners, ensuring seamless onboarding, engagement, and ongoing support. Your role will be critical in driving learner success, optimizing client satisfaction, and fostering long-term relationships. You will leverage advanced tools and technologies to manage client interactions efficiently and contribute to process improvements that enhance the overall learner experience.

• Manage end-to-end learner registration and onboarding processes, ensuring a smooth transition into the program.
• Provide technical and administrative support through multiple communication channels, including email, phone, and live chat.
• Conduct system training sessions and onboarding sessions for clients, ensuring proficiency with LRDG’s platform and tools.
• Monitor and analyze learner engagement metrics, proactively implementing strategies to enhance participation and retention.
• Efficiently manage a shared inbox and ticketing system, ensuring timely and accurate resolution of client inquiries.
• Identify process gaps and recommend improvements to enhance operational efficiency and customer experience.
• Carry out client satisfaction surveys and follow up
• Generate and maintain comprehensive administrative and performance reports.

• Bilingual proficiency in French and English (oral and written).
• Strong problem-solving and analytical skills, with the ability to troubleshoot technical and administrative issues effectively.
• Proficiency in advanced productivity tools, including Microsoft Outlook and Excel.
• Experience using customer support and ticketing systems such as Zendesk or a similar customer relationship management (CRM) software.
• Exceptional interpersonal and communication skills, with a client-centric approach.
• Strong organizational abilities and keen attention to detail in a fast-paced, multitasking environment.
• Ability to handle sensitive financial and personal information with discretion.

• College diploma (DEC/DEP) or equivalent education.
• 2–3 years of experience in customer success, client relations, or administrative support roles.

• 3 weeks’ vacation + 1 week vacation over the holidays
• Health benefits and RRSP Plan as of day 1
• Flexibility – we offer flex hours during the week
• Hybrid work environment
• Company events year round
• On-site gym
• Downtown lively office filled with coffee and snacks!