French Native Customer Service Specialist – Email & Social Media Comments

We are a growing DTC supplement brand focused primarily on the French market, and we are looking for a native French Customer Service Specialist to join our team long term. Your main responsibility will be to communicate directly with our French-speaking customers through email and social media comments, while maintaining a professional, natural and reassuring brand voice. This is not just a ticket-processing position. We need someone who can understand the customer’s situation, write excellent French, adapt the tone of the response and represent the brand properly in every interaction. Your Responsibilities You will be responsible for: * Answering customer service emails in native French * Responding to Facebook and Instagram comments * Answering product-related questions * Helping customers with order tracking * Handling delivery questions and delays * Assisting customers with checkout or payment issues * Answering questions about promotions and discount codes * Handling refund and guarantee requests * Managing dissatisfied customers professionally * Providing clear solutions to customers * Following our internal customer service guidelines * Escalating unusual or complex cases when necessary * Keeping responses consistent with our brand tone * Checking previous customer conversations before replying when needed * Ensuring customers receive fast, accurate and helpful answers Social Media Comments An important part of the role will be managing comments on our advertisements and social media pages. You should be comfortable responding to: * Product questions * Questions about how the product works * Questions about ingredients * Customer testimonials * Skeptical comments * Negative comments * Delivery questions * Price questions * Questions from potential customers before purchasing Responses should feel human and conversational, not like generic copy-and-paste customer service messages. You should understand when a short answer is enough and when a customer requires a more detailed response. What We Are Looking For Mandatory * Native French speaker * Excellent written French * Excellent spelling and grammar * Strong communication skills * Previous customer service experience * Comfortable communicating with customers by email * Comfortable responding publicly to social media comments * Ability to remain professional with difficult customers * Strong attention to detail * Ability to follow instructions and internal guidelines * Reliable and responsive * Able to work independently Big Plus Experience with: * DTC / e-commerce brands * Shopify * Gorgias * Klaviyo * Facebook / Instagram customer service * Supplement, wellness or health brands * Order tracking platforms * Refunds, chargebacks and shipping issues * Working with customers aged 45+ / 50+ Brand Communication Our customer base is primarily French-speaking, so we need someone who understands how French customers naturally communicate. We do not want robotic or overly formal responses. The tone should generally be: * Natural * Professional * Reassuring * Helpful * Friendly * Clear * Customer-oriented You will receive detailed guidelines explaining how we want different situations to be handled. Important Because we operate in the supplement industry, attention to wording is extremely important. You must be able to: * Follow approved communication guidelines * Avoid making inappropriate or unsupported claims * Avoid giving personal medical advice * Know when a question should be escalated * Stay consistent with the information provided by the company Workload We are looking for someone who can help us daily with customer communication. The workload will initially include: * Customer emails * Facebook comments * Instagram comments * Order-related questions * Pre-purchase questions The volume may increase as the brand continues to grow. We are looking for a long-term collaboration, not a one-time project. To Apply Please answer the following questions: 1. Are you a native French speaker? 2. Where are you currently based? 3. What customer service experience do you have? 4. Have you worked with a DTC/e-commerce brand before? 5. Have you previously answered Facebook or Instagram comments for a brand? 6. Have you worked with supplement, health or wellness brands? 7. Have you used Shopify or Gorgias? 8. How many hours per day are you available? 9. Are you available to check customer messages every day? 10. Please provide 2–3 examples of customer service situations you have handled in the past. Short Application Test Shortlisted candidates may receive a few example customer messages and comments and will be asked to write responses in French. We will evaluate: * Quality of French * Tone * Grammar * Customer understanding * Ability to provide a clear solution * Ability to follow instructions Please start your application with “FRENCH CUSTOMER SERVICE” so we know you have read the full job description.