About Folks

Folks is a fast-growing Quebec-based technology company offering a SaaS solution with over 30 HR modules.

Our mission is to simplify HR management for Canadian SMBs. From recruitment to employee file management, performance, payroll, and integrations, our platform centralizes HR operations to help clients operate more efficiently.

Over 1,200 organizations across Canada, primarily in Quebec and Ontario, rely on Folks. Our growth is driven by a robust product, a diverse client base, and a team that works in a flexible, collaborative environment built on autonomy. Ideas move quickly, responsibilities are shared, and everyone has a direct impact on the client experience.

The Role

We are looking for our new specialist to support and guide our clients in their use of the platform.

Support at Folks is built on analysis and professional judgment. This is not a call center environment, and there are no rigid scripts. We work with strong tools such as Zendesk and Pipedrive, within a horizontal task management structure. Each situation requires critical thinking, contextual understanding, and the ability to propose practical solutions.

You will support a pan-Canadian client base across multiple contexts: recruitment (ATS), HR management, payroll, integrations, and APIs. The role combines problem-solving, training, and cross-team collaboration.

Responsibilities

  • Receive, analyze, and understand client requests via Zendesk (email and phone).

  • Diagnose functional and technical issues by validating data and testing scenarios.

  • Provide clear, structured, and well-explained solutions.

  • Identify the client’s underlying objective beyond the initial request.

  • Deliver one-on-one and group training sessions, and participate in webinars.

  • Contribute to group testing initiatives and continuous product improvement.

  • Collaborate with Product, Customer Success, and Sales teams.

  • Document cases and contribute to the ongoing optimization of support practices.

Profile

  • 2–4 years of experience in customer support, software support, or a SaaS environment.

  • Strong technical comfort and ability to quickly learn new systems.

  • Solid understanding of technical support fundamentals: analyzing situations, forming hypotheses, testing, and validating.

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

  • Autonomous, resourceful, and comfortable operating without rigid scripting.

  • Strong written and verbal communication skills.

  • Bilingual in French and English (spoken and written) to support a pan-Canadian client base.

Assets

  • Experience in HR, ATS, or payroll environments.

  • Understanding of integrations or APIs.

  • Experience delivering training sessions or webinars.

What We Offer

  • Full-time position – 37.5 hours per week

  • Hybrid or remote work model

  • Group insurance (50% employer-paid) + health spending account

  • Telemedicine

  • Personal and sick days bank

  • Ongoing professional development

  • Group RRSP and DPSP