Customer Support Specialist – Shine Invoicing/Facture

Hub; Paris; On-site; EUR 36,000 - 52,000; Full time

Job summary

Shine is seeking a Customer Support Specialist to assist freelancers, independents, and small businesses using Shine Invoicing/Facture. You will be the primary contact via email, chat, and phone, offering clear, personalized help and guiding users to get the most from the product.

You will contribute to knowledge base improvements and ensure a high-quality customer experience. The role requires strong written communication, a customer-first mindset, and the ability to work across channels in a

Qualifications

• Experience in customer support for SaaS platforms.
• Ability to handle multiple conversations across channels with empathy and clarity.
• Excellent written and verbal communication skills in English; French is a plus.

Responsibilities

• Respond to customer inquiries via email, chat, and phone.
• Guide users through Shine Invoicing/Facture and help them maximize the software.
• Diagnose and resolve functional issues encountered by customers.
• Understand customer needs and provide tailored solutions.
• Escalate complex cases to specialized teams when necessary.
• Contribute to knowledge base and improve internal support processes.
• Collect and share customer feedback to support product improvements.
• Deliver a seamless, high-quality customer experience across all interactions.

Skills

Multichannel support

Troubleshooting

SaaS tools

Time management

Written comms

Customer enablement

Continuous improvement

Bilingual EN/FR

Tools

CRM systems

Knowledge base tools

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.

Your Role as a Customer Support Specialist

At Shine, our mission is to simplify the lives of freelancers, independent professionals, and small businesses. As part of the Customer Care team, you will support users of Shine Invoicing/ Facture in their day-to-day use of the software and play a key role in delivering an outstanding customer experience.

You will be the primary point of contact for our customers, answering their questions through email, chat, and phone. Your role will be to provide clear, accurate, and personalized support while contributing to the continuous improvement of the customer journey.

Your Responsibilities

• Respond to customer inquiries related to Shine Invoicing/Facture via email, chat, and phone.

• Guide users through the platform and help them make the most of the software.

• Diagnose and resolve functional issues encountered by customers.

• Understand customer needs and provide tailored solutions.

• Escalate complex cases to specialized teams when necessary.

• Contribute to the knowledge base and help improve internal support processes.

• Collect and share customer feedback to support product improvements.

• Deliver a seamless, human, and high-quality customer experience across all interactions.

About you

Soft Skills

Customer-First Mindset: You genuinely care about helping people. You listen, understand customer needs quickly, and create positive experiences in every interaction.

Exceptional Communication: Whether it's by email, chat, or phone, you know how to turn complex topics into clear, simple, and friendly conversations that customers love.

Coach & Educator: You don't just solve problems—you empower customers. You enjoy guiding people step by step and helping them get the most out of the product.

Solution-Oriented Thinker: Challenges motivate you. You stay calm under pressure, think critically, and always focus on finding the best solution.

Curious Learner: Technology excites you. You're eager to learn new products, explore features, and continuously grow your expertise.

Team Player: You believe great customer experiences are built together. You collaborate openly, share knowledge, and contribute to a supportive, high-performing team.

Highly Organized: You thrive in a fast-paced environment, confidently managing multiple conversations and priorities without compromising quality.

Technical Skills

Omnichannel Customer Support: You deliver exceptional support across email, chat, and phone, ensuring every customer receives a consistent, high-quality experience.

Troubleshooting & Problem Solving: You enjoy investigating issues, identifying root causes, and providing accurate, timely solutions that build customer confidence.

SaaS & Digital Tools: You're comfortable navigating SaaS platforms, CRMs, support systems, and modern digital tools, quickly adapting to new technologies.

Prioritization & Time Management: You know how to balance urgency with impact, managing multiple cases efficiently while maintaining excellent service standards.

Outstanding Written Communication: You write with clarity, empathy, and precision, creating personalized responses that customers can easily understand and act on.

Customer Enablement: Your goal isn't just to answer questions—it's to help customers become confident, independent users through education and best practices.

Continuous Improvement Mindset: You're always looking for better ways to work, contributing ideas that improve processes, documentation, and the overall customer experience.

Fluent in English and French

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 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.