Customer Support Specialist - Phone Squad

Hub; Paris; Sur place; EUR 28 000 - 36 000; Plein temps

Avantages offerts par ce poste

Impact

Ownership

Innovation

Mission-driven

Résumé du poste

Shine is looking for a Customer Experience Specialist – Phone Squad in France, on-site, to be the voice of Shine for entrepreneurs and business owners managing their professional accounts. You will respond to inbound calls, address administrative, banking, and technical questions, and deliver high-quality support.

You will work closely with Edouard and Minh in the broader Customer Experience organization, using tools like Slack, Notion, and Intercom to improve the customer journey and

Qualifications

• Initial experience in a digital customer-service environment with significant phone support exposure.
• Comfortable communicating verbally and using the phone to resolve a broad range of customer issues.
• Knowledge of banking, fintech, or entrepreneurs’ administrative challenges is a plus.
• Empathetic and customer-focused: helping customers solve a problem is genuinely rewarding.
• Enjoy teamwork, readily ask for and offer help, can challenge yourself, and value constructive feedback.
• Familiar with collaboration and support tools such as Slack, Notion, Intercom, or similar platforms.
• Able to communicate in English as part of the Shine team is English-speaking.

Responsabilités

• Deliver complete, accurate, and high-quality answers to customer requests, mainly by phone.
• Practice active listening to understand customers’ expectations and frustrations, anticipate what will reassure them, and strengthen their trust in Shine.
• Build expertise in business-account, administrative, and technical-support topics to provide the most relevant solutions directly.
• Communicate proactively with internal teams—including Tech, Product, Compliance, and Sales—about customer issues and recurring pain points.
• Contribute to continuously improving the service, customer journey, team processes, workflows, and ways of working.
• Participate in cross-functional projects that improve the Customer Experience team’s processes and impact.

Connaissances

Phone support

Customer service

Banking/fintech knowledge

Empathy

Teamwork

Collaboration tools

English communication

Adaptability

Active listening

Outils

Slack

Notion

Intercom

Description du poste

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 Experience team at Shine

At Shine, we aim to deliver the best possible experience to our customers. To go one step further, we recently introduced phone support as an additional way for customers to contact us.

Within the Customer Experience department, we have created a dedicated team responsible for answering inbound calls and supporting customers throughout the day. As one of the first members of this Phone Squad, you will help us develop this new channel and bring Shine’s customer-experience vision even further.

You will work closely with Edouard, the Lead of this new team, Minh, our Customer Experience Manager, and the wider Customer Experience organisation.

Your role as a Customer Experience Specialist – Phone Squad

You will be one of the most accessible and trusted points of contact for our customers—the voice of the Shine customer experience. Your primary role is to answer inbound calls and support entrepreneurs and business owners with the day-to-day management of their professional account.

You will guide customers across three main topics: administrative questions, technical support, and banking-related matters. You will combine active listening, clear communication, and strong problem-solving to provide reassuring, relevant, and high-quality support.

Your responsibilities will include:

• Deliver complete, accurate, and high-quality answers to customer requests, mainly by phone.

• Practice active listening to understand customers’ expectations and frustrations, anticipate what will reassure them, and strengthen their trust in Shine.

• Build expertise in business-account, administrative, and technical-support topics in order to provide the most relevant solutions directly.

• Communicate proactively with internal teams—including Tech, Product, Compliance, and Sales—about customer issues and recurring pain points.

• Contribute to continuously improving the service, customer journey, team processes, workflows, and ways of working.

• Participate in cross-functional projects that improve the Customer Experience team’s processes and impact.

Job located in France, 100% on site

About you

• You have initial experience in a digital customer-service environment with significant phone support exposure, or in a call-center environment.

• You are comfortable communicating verbally and using the phone to resolve a broad range of customer issues.

• You ideally have knowledge of banking, fintech, or entrepreneurs’ administrative challenges; this is a plus, not a requirement.

• You are empathetic and customer-focused: helping customers solve a problem is genuinely rewarding to you.

• You enjoy teamwork, readily ask for and offer help, can challenge yourself, and value constructive feedback.

• You are familiar with collaboration and support tools such as Slack, Notion, Intercom, or similar platforms.

• You can communicate in English, as part of the Shine team is English-speaking.

• You are adaptable, organised, and able to navigate a fast-evolving environment while maintaining a high standard of service

Our recruitment process

30' call with Talent Acquisition

60' interview with Hiring Manager including a Business Case

30' meeting the team

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 succeed 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.