Case Study: TipTop Tailors a Quebec Expansion Solution

As Tip Top Tailors re-enters Quebec after more than 20 years, the company faces a critical challenge beyond retail site openings—delivering a seamless, culturally attuned customer experience in both French and English.

Quebec’s unique market dynamics make bilingual CX staff essential:

• Mandatory French Service Standards – Under Quebec’s language laws (Bill 96), in-store, online, and customer support interactions must be available in French, placing immediate demand on hiring fluent, customer-facing team members.
• Multi-Channel Consistency – Whether in-store, via phone, email, or live chat, customer service must meet the same quality standards in both official languages.
• Competitive Advantage – Many Quebec menswear shoppers expect personalized service in their preferred language. A bilingual CX team can differentiate Tip Top from competitors, especially during its initial relaunch period.

Without qualified bilingual CX professionals, Tip Top risks service gaps, compliance issues, and slower momentum in capturing market share—jeopardizing its long-term goal of opening up to 20 Quebec stores in the next 3–5 years.

The Challenge

Role Required: Offshore Bilingual Customer Support Specialist

Key Problems:

• Scarcity of bilingual talent in Canada—only 6–10% outside Quebec speak French.
• High domestic recruitment costs exceeding $10K per role.
• Need for rapid hiring to support peak seasonal demand.
• Requirement for extended service hours without increasing local staffing costs.
• Concern over compliance and payroll management for offshore hires.

Our Solution

1. Offshore Role Definition

• Collaborated with the client to specify skills, French fluency requirements, and time zone preferences.

2. Global Search & Recruitment

• Sourced candidates from cost-effective offshore markets with a strong pool of bilingual professionals.
• Delivered a shortlist of top candidates within 2 weeks.
• Conducted French language and technical assessments.

3. Compliance & Hiring

• Managed employment contracts, payroll, taxes, and legal compliance in the candidate’s home country.
• Ensured alignment with Canadian workplace standards.

4. Onboarding & Integration

• Integrated the offshore hire into the client’s customer support workflow.
• Provided cultural onboarding to ensure smooth collaboration with the Canadian team.
• Offered a 90-day performance guarantee. 

The Results

“Whether it’s remote from down the street or across the world, our remote CX team gets the work done.”
— VP Marketing & E-Commerce, Grafton Apparel