Customer Support Specialist, French speaker

Hub; Paris; On-site; EUR 36,000 - 48,000; Full time

Benefits offered by this job

Impact

Ownership

Innovation

Mission-driven

Job summary

Shine, the financial copilot for entrepreneurs, is seeking a Customer Support Specialist to join our Paris office. You will manage professional accounts, resolve bank and administrative inquiries, and deliver outstanding service via email, chat, or phone.

You thrive in a fast-growing SaaS environment, speak fluent French with strong writing, and collaborate across teams to enhance the customer experience. On-site five days a week, you’ll play a key role in shaping Shine’s support culture.

Qualifications

• Experience in customer support, preferably in a SaaS company.
• Excellent written French with clear expression.
• Empathetic and customer-focused with strong teamwork.
• Proficient with collaboration tools like Slack, Notion, Intercom.

Responsibilities

• Providing comprehensive and high-quality responses to entrepreneurs and small businesses contacting Shine via email, chat or phone.
• Investigating complex cases related to bank accounts, administrative issues, or insurance.
• Prioritizing the requests in your portfolio and choosing the best channel to resolve customers' situations.
• Developing a strong attention to detail that reassures and retains customers.
• Proactively communicating with Shine teams (Sales, Product, Compliance) to handle specific situations.

Skills

Customer support

French writing

SaaS experience

Team collaboration

Tools

Slack

Notion

Intercom

Job description

Shine is the financial copilot for entrepreneurs and small business owners.

Founded by serial entrepreneurs Rico Andersen and Martin Hegelund, Shine is a leading European fintech unicorn on a mission to restore the joy of running a business, by ending wasted time on financial admin. Shine offers a connected solution for invoicing, accounting, payroll, business accounts, payments, and financing, meaning business owners can focus their energy on growing a healthy business, not held back by manual admin.

Part of something bigger

Today we’re part of Cegid, a European leader in cloud software for finance and accounting. Together we’re building Europe's leading financial copilot for small businesses and their accountants. Shine already supports more than 400,000 small businesses. As part of Cegid, we now reach over one million small businesses and 15,000 accountants across Europe. We’re a multicultural team working from France, Germany, Denmark and the Netherlands, contributing to a wider European network that spans Spain, Portugal.

Your hiring experience matters

Just as we respect our customers' time, we respect yours. Your experience with Shine and Cegid should feel simple, transparent and genuinely supportive. If this sounds like somewhere you want to grow, we'd love to hear from you.

The Customer Service at Shine

Transforming our customers' banking and administrative experience isn’t just about creating amazing tools. It’s about delivering exceptional service every day. By joining us as a Customer Support Specialist, you’ll play a key role in shaping the customer service of tomorrow.

Here’s a quick look at how our team is structured:

• Guillaume, our VP Customer Service, ensures operational excellence in Europe,

• In France: Minh, our Head of Customer Support, driving impactful projects and supporting five talented Customer Support Team leads.

• In France: five teams, each led by a CS Team lead - including your future manager - working to deliver tailored solutions to our customers. By joining one of these teams, you’ll become the go-to contact for our customers and directly responsible for their experience with Shine.

Your Role as a Customer Support Specialist

Your goal? To assist them in managing their professional accounts (bank cards, transfers, direct debits) and simplify their administrative tasks so they can focus on their core business.

You will be responsible for:

• Providing the most comprehensive and high-quality responses to entrepreneurs and small businesses contacting Shine via email, chat or phone,

• Investigating complex cases related to bank accounts, administrative issues, or insurance,

• Prioritizing the requests in your portfolio, choosing the best channel (email, chat or phone) to understand and resolve your customers' situations,

• Developing a strong attention to detail that allows you to anticipate the "little extra" that reassures and retains our customers,

• Proactively communicating with your team members and other departments at Shine (Sales, Product, Compliance, etc.) to handle specific situations.

Based in Paris with a requirement of 5 days per week on-site

About you

• You have prior experience in a customer support role, ideally in a SaaS company,

• You have an excellent command of French, especially in writing, with clear expression.

• You are empathetic and can put yourself in your customers’ shoes : customer satisfaction is a top priority for you,

• You thrive in teamwork: you're not afraid to ask for help or offer support when needed. You're also open to feedback and self-improvement,

• You're proficient with collaborative tools like Slack, Notion, Intercom, or similar,

• You are comfortable picking up the phone to call a customer whenever it's the most appropriate option

• Ideally, you have knowledge of the banking sector or the administrative challenges of self-employed professionals, but this is not mandatory!

• French is your native language or you speak and write it fluently, and you have at least a professional level of English, both written and spoken (mandatory).

• You can be on-site in our Paris office 5 days per week

Our recruitment process

30' call with Talent Acquisition

45' interview with Hiring Manager

60' business case presentation to highlight your skills and give you a hands-on feel for the role

What we offer

• Impact: This team is foundational to ensuring multiple aspects of Shine's business is operating as the best on the market.
• Ownership: Join a team and help shape its mission just as it's getting started, with support from experienced leaders.
• Innovation: Work in a dynamic, ambitious environment with space to grow and try our ideas and approaches
• Mission-driven: Likes our mission to help entrepreneurs success by giving them better, smarter banking and administrative tools.

Equal Opportunity Employer

We follow the principle of equal treatment to consider all job applicants and do not discriminate based on their gender, sexual orientation, color, racial or ethnic origin, religion, disability, etc. as per applicable law.