Customer Sucess Expert

Your mission

Hector Kitchen / Holidog Group is looking for a Customer Success Expert with a strong product mindset to join our team during an exciting phase of growth as we launch our new app.

This isn’t just a customer support role — you’ll be the voice of our users to the product team, directly influencing how our service evolves. You’ll work closely with the founder, CTO, and product team, in a role with high autonomy and real strategic impact.

What You’ll Do:

• Handle and resolve customer inquiries (email) efficiently and with care.
• Ensure a smooth, satisfying support experience for all users.
• Investigate complex issues and identify root causes.
• Report key insights and recurring issues to the Product and Tech teams.
• Help structure and optimize the customer support process as the company scales.

Your profile

Proven experience in Customer Support / Customer Success, ideally in a B2C digital environment.

• Excellent English and French communication skills, both written and spoken.
• Strong empathy and problem-solving skills.
• Comfortable understanding product and technical concepts.
• Independent, organized, proactive, and able to take initiative to improve the product and user experience.

Why join us?

You’ll be at the heart of the product strategy, with direct access to leadership, full autonomy to propose and implement improvements, and the opportunity to see your impact directly on our users’ experience. This role is perfect for someone who loves to be both hands-on in support and strategic in shaping the product.