As Amazon is pouring billions into its e-commerce infrastructure, independent brands are struggling to offer the same level of trust and experience to their customers. They're now faced with a difficult choice: hop onto the Amazon train or lose customers every day. Bigblue helps independent brands fight back. Together with companies like Stripe and Shopify, we're arming the direct-to-consumer rebellion. Shopify powers their e-shop, Stripe makes payment trivial, and we, Bigblue store and deliver their products around the world.

Founded in 2018, we have raised $18M, and we are now more than 90 employees working from our offices in Paris, Madrid, London, and remotely.

About the role 🚀

Location: Paris 9th, France

As a Customer Success Specialist, you will be responsible for retaining and building Bigblue small and medium accounts by increasing their overall satisfaction, helping those accounts to grow & upsell, eradicating churn.

Your missions are the following:

Increase the satisfaction of our small and medium merchants

- Provide phone support when complex cases cannot be handled in a written way (level 2 of escalation)

- Handle escalation situations (proactively and reactively)

- Own the end-to-end resolution of escalations

Grow our merchants

-Identify and transform upsell opportunities

-Identify promising merchants and help them grow into Tier 2 merchants

Continuously improve merchant experience

-Monitor customer metrics to identify risky situations in advance

-Build pro-activate communications to help our merchant improving their set up

-Organize webinars to share best practices and build a community of merchants

Requirements 🙌

2+ years of experience in a client-facing role
Exceptional organizational & time management skills
Excellent interpersonal skills
Detail-oriented and problem-solver
Quick learner — you are able to assimilate huge amounts of information quickly.
Customer ultra-centricity
Be 100% in line with the Bigblue values
Fluent in 🇫🇷 and 🇬🇧

BONUS POINTS FOR 🥇

Entrepreneurial spirit
Passion about digital and making life simpler with technology
Challengers: you like solving new problems and are never settling for how something ‘has always been done’
Fluency in Spanish
Passion for cosmetics industry

Perks 🎰

We offer competitive compensation packages, along with meaningful equity
You'll be part of an exciting entrepreneurial adventure
Fast-learning environment, entrepreneurial and strong team spirit
Early-stage well-funded company
Founders-led company
MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done

We want to hear from you! Regardless of sex, gender identity, sexual orientation, race, color, religion, origin, disability, age… At Bigblue, we create equal opportunities for all and make our culture as inclusive as possible. Because we believe that challenging assumptions and embracing diversity in experiences and backgrounds is what makes us stronger.

Because what we value first and foremost are curiosity and growth-driven minds. So regardless of who you are and how many “boxes” you tick on the job description if you have the energy and passion to help shape Bigblue’s entrepreneurial adventure, APPLY.

Process

1. Informal discovery call (Google Meet)

2. Experience deep dive (Google Meet)

3. Case-study

4. On-site interviews (in our Paris offices, half-day)

5. References

Bigblue

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Customer Success Specialist - FR 🇫🇷