Bilingual Customer Experience Specialist

Sleep Country Canada is expanding its onsite team in Ontario with a role that puts customer care at the forefront. The Bilingual Customer Experience Specialist will be the main touchpoint for shoppers, guiding them through questions and product considerations via email, phone and live chat. The role supports Silk & Snow products, so you’ll help customers select comfort-driven sleep solutions while keeping the experience smooth from inquiry to delivery. The company values inclusive culture and ongoing development, with a focus on helping people sleep better and feel supported along the way.

This is a full-time, on-site position ideal for someone who enjoys serving customers in both English and French and who thrives when there’s variety in the day. You’ll be part of a team that emphasises clarity, courtesy and proactive problem solving, and you’ll have opportunities for growth as the company emphasises internal advancement and structured training. If you like turning questions into solutions and making a real difference in customers’ routines, this could be the right fit.

You’ll operate within a schedule that includes shifts spanning daytime and evenings, with variations across the week to cover customer needs. The role is anchored in Ontario, and you’ll interact with English-speaking colleagues outside Quebec as part of the daily collaboration. Expect a supportive environment that backs you with training resources and a culture that prioritises fair treatment and accommodations when needed.

A day-to-day rhythm that puts customers first

In practice, you’ll answer inquiries in both French and English while sharing information about Silk & Snow products and guiding shoppers toward the right solutions. You’ll balance efficient handling times with a friendly, approachable approach to ensure as many customers as possible are helped. After a sale, you’ll respond to questions about orders or deliveries, following up to resolve issues with tact and persistence to prevent future problems.

Maintaining open lines with the broader Customer Experience team is key, so you’ll keep stakeholders in the loop and address any critical concerns quickly. You’ll also connect with courier and warehouse partners on a daily basis to smooth out delivery hiccups and maintain a steady flow of accurate information to customers. Collaboration with suppliers and vendors rounds out the daily duties, ensuring relationships stay healthy and that the overall experience stays consistent and reliable.

Must-have credentials, then nice-to-haves

• At least one year of experience in customer service or retail sales, or a directly related field
• Comfort working with a variety of customer personalities and an ability to pinpoint what each customer needs
• Familiarity with using browser-based and mobile apps to get things done
• Capacity to work well on your own and as part of a team
• Ability to multitask and perform well in a fast-paced setting with a high volume of calls and emails
• Attention to detail with an analytical mindset
• Strong commitment to delivering outstanding service to customers
• Positive attitude, enjoyment of solving problems, and readiness to take on new challenges
• Willingness to work different shifts on a full-time basis or as needed, with some shifts extending to 8:30 pm EST
• Excellent verbal and written communication in both English and French
• Note: English proficiency is required because the role involves regular interactions with English-speaking stakeholders outside Quebec

• Experience coordinating with courier and warehouse partners to resolve delivery issues
• Seasoned capability in handling post-sale inquiries and delivering timely follow-ups on order status

Pay, benefits and practical details you can count on

The position pays an hourly rate of 21.00 CAD, and the role is on-site in Ontario for a full-time schedule that includes shifts ending as late as 8:30 pm EST. In addition to competitive compensation, Sleep Country Canada offers a benefits package that covers medical, dental and vision care, plus paid time off. You’ll also get access to helpful development resources like LifeSpeak, an employee learning platform, and you’ll receive a staff discount on products. After completing the probationary period, you’ll be eligible for a free mattress and bedding set, and the company supports a healthy work-life balance within a supportive environment.

Other practical notes include that this is a current open position and that the recruitment process may use screening technologies, including AI, with human recruiters reviewing every application. The company outlines a commitment to inclusion and belonging, ensuring fair treatment during all stages of recruitment and offering accommodations upon request.

Tips to stand out for this bilingual customer care role

Lead your resume with examples of how you’ve supported customers across multiple channels in English and French, especially through email, phone and live chat. Concrete numbers or outcomes, like how you helped reduce response times or increased issue resolution on first contact, will grab attention.

Show how you prove you’re comfortable switching between independent work and teamwork, and share a short story about a time you navigated a high-volume situation while maintaining accuracy and a calm, friendly tone. That proves you can thrive in a fast-paced environment with a steady hand on the customer experience.

Be ready to discuss your availability for varied shifts, including evenings up to 8:30 pm EST, and how you adapt your schedule to meet customer demand and internal collaboration needs. A clear plan for balancing coverage and personal commitments will reassure recruiters you’re a reliable fit.

Prepare a thoughtful question about how training and growth are structured at Sleep Country Canada, and mention the LifeSpeak platform if you’ve used it before. Asking about opportunities for internal advancement shows you’re thinking long-term about a career with the company, not just the job at hand.