About Folks

Folks is a fast-growing Quebec-based technology company offering a SaaS solution with more than 30 modules in the field of human resources.

From recruitment to onboarding, through daily employee file management and performance reviews, our solution centralizes all aspects of HR management, helping our clients become more efficient. Our goal: to simplify the lives of managers and HR professionals in Canadian SMBs.

Driven by creativity, passion, and ambition, we stand out as a leading HR provider for SMEs, with over 1,200 clients across Canada, primarily in Quebec and Ontario.

We’re gaining momentum and looking for a motivated professional to support our clients in a strategic, proactive, and human-centered way.

The Position

We are looking for a specialist, Support and Technical Documentation to join our dynamic team.

At the intersection of customer support and technical writing, this role plays a key part in shaping the user experience of our HR solutions for Canadian and Quebec SMEs.

You will be responsible for assisting our clients by answering their questions, identifying trends, and documenting best practices to enrich our help center.

Main Responsibilities

Customer Support (70%)

  • Receive, analyze, and understand user requests;

  • Efficiently resolve issues and clearly explain proposed solutions;

  • Identify frequently asked questions and recurring incidents to improve service and support tools.

Technical Documentation (30%)

  • Contribute to the writing, updating, and continuous improvement of client documentation;

  • Help define and apply clear, consistent, and user-friendly terminology;

  • Collaborate on enhancing the online help resources, including interactive tools integrated into our applications.

What We Are Looking For

  • 1 to 3 years of relevant experience in technical support, particularly in a SaaS environment;

  • University or college degree in technical writing, translation, linguistics, communications, or a related field, or an equivalent professional certification;

  • High proficiency in written and spoken French, and professional or native-level written English, essential for creating bilingual content;

  • Proven experience in producing technical documentation, training content, or user assistance material;

  • Comfortable using ticketing systems like Zendesk, user analytics tools like Pendo, and CRMs such as Pipedrive;

  • Ability to simplify technical concepts and adapt communication to different audiences;

  • Attention to detail, strong organizational skills, and a commitment to quality and continuous improvement.

What It Means to Work at Folks

Working at Folks means growing within a fast-paced company with a team that is passionate about helping SMEs operate more efficiently. It also means:

  • Working in a flexible, people-first, and collaborative environment;

  • Having a real impact on client loyalty, growth, and success;

  • Being encouraged to share ideas, grow, and develop skills;

  • Collaborating with passionate and supportive people who want to progress together.

What We Offer

  • Work flexibility: on-premises, hybrid, or fully remote from Quebec;
     
  • Full-time weekday position – 37.5 hours/week;

  • Group insurance plan with 50 percent employer contribution plus health spending account;

  • Telemedicine service;

  • Bank of personal and sick leave days;

  • Ongoing training and development support;

  • RRSP and DPSP (Deferred Profit Sharing Plan).