Innov2Learn is a fast-growing startup developing smart, true-feel simulated point-of-care (POC) devices to train the next generation of healthcare professionals. Our products are intuitive, reliable, and compatible with both manikins and standardized patients. We operate in a niche market with a global footprint, and we are just getting started.
Our Purpose is to elevate learning to its full potential.
Our Vision is to enable anyone to master any subject within hours.
Our Values
Improve over time, even if it’s just a bit.
From travel logistics to internal documentation, we believe small improvements compound. Just like the 36+ revisions it took to perfect our charging boards.
Seek to understand the logic before acting.
Do not just do, understand. Like when we enhanced our app after listening to real customer needs, the best actions are grounded in context.
Treat clients, partners, and providers with the same care and respect as family
Trust is earned through our interactions, not just what we deliver. Our best clients become long-term ambassadors because we care consistently.
Whatever you do, do it well.
Every detail counts. Whether it’s packaging, documentation, or communication, our high standards are our signature.
Your Mission
Ensure a seamless and satisfying experience across every step of the customer journey by being the first line of contact, delivering fast, accurate, and caring support.
Summary
Innov2Learn is looking for a bilingual Customer Care Representative who thrives in a fast-moving, tech-forward environment. This remote position places you at the center of the customer journey, from the moment a question is asked to the final delivery and beyond. You will handle inbound messages across all platforms including chat, social media, email, and phone, and be trusted to generate quotes, track shipments, follow up on support tickets, and redirect technical or sales inquiries to the right team. You will also be trained to assist or temporarily replace a Product Specialist when needed. The ideal candidate is calm under pressure, tech savvy, proactive, and eager to create truly memorable customer experiences.
Key Responsibilities
- Respond to customer inquiries via live chat, phone, email, and social media DMs
- Maintain a consistent response time of under 1 hour during working hours
- Generate quotes and invoices upon request and ensure accuracy
- Track orders and shipments, providing timely updates to customers
- Follow up on support tickets and provide basic troubleshooting assistance
- Escalate or redirect inquiries to appropriate team members when necessary
- Capture and share customer insights to improve the customer journey and product experience
- Support the Product Specialist role when needed, including conducting demos or answering product-related questions
- Encourage feedback and testimonials and guide satisfied clients to leave public reviews
- Update CRM with all client interactions and maintain clean, accurate records
Quantitative KPIs
- Maintain an average response time under 1 hour during business hours
- Sustain a Net Promoter Score (NPS) above 8
- Collect a minimum of 2 public testimonials or Google reviews per month
- Achieve a 100 percent ticket follow-up rate with no open support cases left idle past 2 business days
- Ensure 100 percent accuracy on quotes and invoices issued
Requirements
- Strong written and spoken communication skills in both French and English
- Professional, empathetic, and patient when dealing with diverse clients
- Comfortable working fully remotely with reliable internet and a focused environment
- Tech savvy, able to learn and use CRMs, chat platforms, shipping tools, and invoicing software
- Strong organizational skills and high attention to detail
- Capable of multitasking and remaining calm in a high-volume environment
- Comfortable jumping into support roles or demo-related tasks if needed
- Familiarity with simulation devices or healthcare environments is an asset
Note: This job description provides a general overview of the role. It is not an exhaustive list of responsibilities, qualifications, or requirements. The employer reserves the right to modify the duties or requirements of the position as needed.
To Apply: Please send your CV to TopGun@i2L.ca, along with a motivation letter and a list of five references.