Cakemail's mission is to spark, cultivate, and measure interactions between businesses and their customers. Our apps under the brands of Cakemail and Leadfox and API make it easy for companies and developers to manage contacts and relationships, deliver highly personalized email communications, track activities, and generate meaningful analytics. 

Our values – customer focus, agility, risk-taking, and continuous learning – are at the core of everything we do. We believe that by investing in our employees and encouraging bold ideas, we can deliver exceptional experiences for our customers.

Position overview

As a Product Expert, you are the first point of contact for our customers all over the world. You’re the ultimate reference when our user community has questions or needs help. 

This is a dynamic, exciting environment, with plenty of challenges. If you feel you are the person we’re looking for and are ready, let’s talk.

Role overview

You are the global product support authority for user questions, troubleshooting, and reliable guidance as well as client's growth.

What you’ll do

* Provide customer support across channels: email, chat, and help center, leveraging AI tools to draft, refine, and improve support replies.
* Troubleshoot product issues quickly and accurately, offering clear, practical, problem-solving guidance.
* Operate the platform on behalf of users when needed (campaigns, templates, automations).
* Create and update FAQs and help center articles, utilizing AI to speed up documentation and maintain internal notes.
* Deliver and host live product demos, support webinars, and platform walkthroughs in both French and English for new users, customers, and partners.
* Present the product confidently in front of an audience (demo, training, Q&A).
* Share recurring support insights internally to help improve the product, using AI to summarize complex issues clearly for internal teams.
* Technical third-party application integrations (CRM, CMS, Zapier, API, domain integrations, and contact importing)
* Account management (ensure customer retention and satisfaction for major and smaller customers) as well as work on upselling opportunities.

Who we’re looking for

* You enjoy helping users and solving problems in a timely manner.
* You like mastering software deeply and becoming a trusted reference.
* You communicate with empathy and clarity.
* You manage multiple support cases without losing quality.
* You deliver presentations and demos confidently.
* Your English and French are strong, written and spoken.
* You are not losing your patience under situations that might be stressful.
* You are interested in growing your client business.

Requirements

* Experience in customer support or service roles.
* Excellent written and verbal communication in French and English.
* Strong problem-solving and attention to detail.
* Ability to work independently and handle feedback well.
* You treat AI tool mastery as a core part of your workflow, actively using it to continuously improve your own workflows and efficiency.
* Comfortable hosting webinars, product demos, and Q&A sessions.
* Must be available to work weekdays during North American business hours.

Nice to have

* Experience reading and adjusting email template code when needed. Sometimes in HTML.
* Experience with email marketing or automation platforms.
* Additional languages are a bonus.
* Experience writing FAQs or support docs.
* General comfort with segmentation or deliverability principles.
* Knowledge of cake decorating.

We value thoughtful, tailored applications. Generic or non-contextual responses won’t be considered.