Product Expert & Customer Support Specialist

About the role

Cakemail is looking for a bilingual Product Expert & Customer Support Specialist to become the primary point of contact for users worldwide. You will combine deep product knowledge with strong communication skills to help customers succeed and to feed valuable insights back to the product team.

Key responsibilities

• Provide multi‑channel support (email, chat, help‑center) and draft replies using AI tools.
• Troubleshoot product issues quickly, offering clear, practical guidance.
• Operate the platform on behalf of users (campaigns, templates, automations).
• Create and maintain FAQs and help‑center articles, leveraging AI for efficiency.
• Deliver live demos, webinars, and walkthroughs in both French and English.
• Summarize recurring support insights for internal product improvement.
• Handle third‑party integrations (CRM, CMS, Zapier, API, domain setup, contact imports).
• Manage accounts to ensure retention and identify upselling opportunities.

Required profile

• Passion for helping users and solving problems promptly.
• Ability to master software deeply and become a trusted reference.
• Empathetic, clear communication in both French and English.
• Capacity to juggle multiple cases without sacrificing quality.
• Confidence presenting demos and training sessions.
• Patience under stressful situations and interest in growing client businesses.

Required skills

• Zapier integration
• API integration
• CRM platforms
• CMS platforms
• Proficiency with AI‑assisted workflow tools