Customer Sucess Expert

Hector Kitchen; Barcelona; Presencial; EUR 30.000 - 50.000; Jornada completa

Descripción de la vacante

A leading pet food company based in Barcelona is seeking a Customer Success Expert to join the team during an exciting growth phase. This role goes beyond customer support, giving you the opportunity to influence product evolution directly by voicing user feedback to the product team. The ideal candidate will have strong communication skills in English and French, will be empathetic, and have proven experience in customer success or support within a B2C digital setting.

Formación

• Proven experience in Customer Support / Customer Success in a B2C digital environment.
• Strong empathy and problem-solving skills.
• Comfortable understanding product and technical concepts.

Responsabilidades

• Handle and resolve customer inquiries 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.

Conocimientos

Excellent English communication skills

Excellent French communication skills

Empathy

Problem-solving skills

Understanding product and technical concepts

Independent and proactive

Descripción del empleo

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.

About us

As animal lovers, we all want the best for our furry companions. Just like for us humans, access to healthy and adapted food is essential to our pets’ well‑being. That’s why we decided to create our dream pet food experience and launched Hector Kitchen in 2018! We provide high-quality food, tailored to your pets’ specific needs and delivered directly to your doorstep.

And that’s not all; at Hector Kitchen, our mission is to make your lives easier, by helping you to better understand your four‑legged friends. Using the power of data, technology, and innovation, we follow your pets’ needs throughout their lives and share precious information with you to help you become better, more informed pet owners.

Behind Hector Kitchen stands our parent company, Holidog. Launched in 2012, Holidog is France's premier marketplace for dog‑sitting services, connecting pet owners with trusted caregivers. With a strong presence in 10 European countries, we are committed to providing the best possible experience for both our customers and service providers.

Together, Hector Kitchen and Holidog form a symbiotic relationship, where our collective devotion to pets drives innovation, education, and the creation of extraordinary experiences. Join us on this exciting journey of love, care, and companionship.