Bigblue43mo ago

Customer Care Specialist 🇫🇷

Paris,ParisFull-time jobmid

Customer SupportCustomer Care Specialist

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Quick Summary

Overview

E-commerce is booming — but independent brands still struggle to match the seamless logistics of giants like Amazon. At Bigblue, we’re on a mission to change that.

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Customer SupportCustomer Care Specialist

E-commerce is booming — but independent brands still struggle to match the seamless logistics of giants like Amazon. At Bigblue, we’re on a mission to change that.

We help brands by democratizing best-in-class operations: scaling faster while delivering a five-star customer experience.

Since 2018, we’ve built a tech-driven logistics platform powering 500+ brands — from fast-growing DTC players to global names like MUJI, Aigle, and Cabaïa. With 110+ employees across Paris, Madrid, and London, our proprietary WMS (Warehouse Management System) Atlas, and a network of 7 warehouses across Europe, we’re solving logistics challenges that others haven’t dared to tackle — making fulfillment faster, smarter, and greener.

Backed by $20+M in funding and trusted by the next generation of e-commerce leaders, we’re scaling rapidly — from 10 million orders in 2024 toward ambitious enterprise expansion. The journey ahead is bold, and we’re looking for the right partner to help us lead the way.

About the role 🚀

Location: Paris 9th, France

As a Customer Care Manager, you'll be responsible for helping our customers use Bigblue and solve their day-to-day problems. You will also be in charge of educating them on the mechanics of logistics including the tech/product aspects.

Finally, you will contribute to the improvement of the app through your daily interaction with the Operations and Product teams.

The Customer Care Specialist (CCS) is responsible for providing a positive and world-class customer experience by supporting Bigblue merchants on a daily basis. The role is key to maintaining high customer satisfaction while Bigblue continues to grow and move upmarket, with larger and more demanding merchants and increasing technical complexity.
CCSs are the first line of contact for merchants, solve issues efficiently through our ticketing tool, and collaborate with Product and Operations teams to anticipate and prevent operational problems.

Merchant support & ticket management (HelpScout)

Answer merchants’ requests using our ticketing tool (HelpScout) while maintaining the following KPIs:
100 tickets/day per CCS
Minimum 80% CSAT
Less than 2 hours response time

Merchant relationship & education

Build strong relationships with merchants
Help and train merchants on the Bigblue App to make them autonomou

Continuous improvement & knowledge base

Participate in Care processes and their continuous improvement
Maintain the Help Center:
Keep articles up-to-date
Create new articles when needed

Merchant voice & cross-functional collaboration

Represent the merchant’s voice internally to improve service level and the Bigblue App
Work closely with Product and Operations to anticipate operational issues

Required (must-have)

3+ years of experience in a client-facing role

Exceptional organizational and time management skills

Fluent in French and English

Analytical mindset

Quick learner — able to assimilate large amounts of information quickly

Strong customer-centric mindset

Fully aligned with Bigblue values

Highly desired (should-have)

Perfect spelling (written and spoken)

Detail-oriented

Ability to remain calm under pressure

Autonomous in solving merchant issues

Optimistic mindset: “There are no problems, only solutions”

Bonus (nice-to-have)

Other languages ( Spanish, German)

Previous experience in a logistics company

Experience in a scale-up

💼 High impact role: Be at the center of our growth journey and help shape the team that will power Bigblue’s future.

💙 Founders-led company with an innovative, caring culture.

🚀 Fast-growing scale-up: Join a well-funded, early-stage company where your work will have immediate and visible results.

🌍 International environment: Work across Paris, Madrid, London, and our European warehouse network.

🏢 Brand-new offices in the heart of Paris’ 9th arrondissement (biggest tech hub).

🍱 10€ meal voucher per worked day (55% paid by Bigblue) + unlimited free snacks at the office.

🧘‍♀️ ClassPass membership for fitness & wellness.

🖥️ MacBook or any setup you need — your choice of equipment to do your best work.

🩺 100% health insurance coverage with Benefiz.

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.