Customer Care Specialist

Bigblue; Paris; Sur place; EUR 45 000 - 60 000; Plein temps

Avantages offerts par ce poste

Meal voucher 10€ per worked day

Unlimited snacks at office

MacBook or equipment provided

100% health insurance coverage

Résumé du poste

Bigblue, a Paris-based logistics tech company, is seeking a Customer Care Manager to help merchants use the platform and solve day-to-day issues. You will also educate users on logistics mechanics including product features and workflows.

As a CCS, you will contribute to app improvements through daily interactions with Operations and Product teams. The role is client-facing, fast-paced, and requires strong organizational skills and a proactive mindset.

Qualifications

• 3+ years in a client-facing role.
• Exceptional organizational and time-management skills.
• Fluent in French and English.
• Analytical mindset with fast learning ability.
• Strong customer-centric mindset and autonomy in resolving issues.

Responsabilités

• Handle merchant requests via HelpScout and maintain fast response times.
• Train merchants on the Bigblue App to improve autonomy.
• Maintain and expand the Help Center with new articles.
• Represent the merchant voice to improve service levels and product development.
• Collaborate with Product and Operations to anticipate and resolve issues.

Connaissances

Client-facing experience

Organization & time management

French & English fluent

Analytical mindset

Fast learner

Customer-centric mindset

Alignment with company values

Calm under pressure

Autonomy in resolving issues

Description du poste

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:
• Less than 2 hours response time
• 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:
• Create new articles when needed
• Represent the merchant’s voice internally to improve service level and the Bigblue App
• Work closely with Product and Operations to anticipate operational issues

Requirements

• 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)
• 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.
• 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.