Customer Care Specialist 🇫🇷

About the role

You will serve as the primary guardian of the merchant experience, ensuring that every interaction with Bigblue reflects our commitment to world-class support and operational excellence. This role requires you to own the full resolution journey for customer inquiries, from initial contact through to final confirmation, while maintaining a consistently empathetic and professional demeanor. You will act as the voice of the customer, translating their day-to-day problems and feedback into actionable insights for the Operations and Product teams to drive continuous improvement. A core part of your responsibility will be to educate merchants on the intricacies of logistics and our tech/product ecosystem, empowering them to use Bigblue confidently and effectively. You will be the frontline defender of customer satisfaction, working to resolve issues efficiently and preventing future occurrences through proactive communication. This position is critical as we support an increasing number of high-volume and technically complex merchants who expect reliable, fast, and intelligent solutions. Your work will directly influence the perception of Bigblue as a trusted, scalable partner in the logistics space.

Key facts

What you'll do

Answer incoming support tickets and emails from merchants using our ticketing tool, providing clear, accurate, and timely solutions to logistics and product-related questions.

Conduct proactive customer education by explaining the mechanics of logistics operations, warehouse processes, and the functionalities of our tech/product suite.

Collaborate closely with the Operations team to identify recurring issues, investigate root causes, and propose practical improvements to workflows or policies.

Partner with the Product team to communicate merchant feedback, surface usability pain points, and contribute to the evolution of the Bigblue app interface and features.

Monitor ticket resolution metrics and customer satisfaction indicators to ensure adherence to quality standards and service level targets.

Triage complex or high-priority cases, escalating appropriately when issues exceed your scope while maintaining ownership of the overall customer journey.

Document solutions, best practices, and common merchant queries to build internal knowledge bases and improve self-service options.

Coordinate with cross-functional teams to gather context, clarify requirements, and ensure that proposed changes align with operational and technical constraints.

Analyze customer interaction patterns to anticipate potential bottlenecks or friction points in the merchant experience before they escalate.

Support the onboarding of new merchants by guiding them through initial setup, explaining key features, and addressing early-stage questions with patience and clarity.

Champion a culture of continuous improvement by suggesting process optimizations that enhance efficiency, reduce resolution time, and elevate the overall support experience.

Act as a bridge between our growing user base and internal stakeholders, ensuring that merchant voices are heard in strategic product and operational decisions.

Maintain a deep understanding of our WMS (Warehouse Management System) Atlas and its capabilities so you can confidently explain how orders are processed and fulfilled.

Promote Bigblue's mission of faster, smarter, and greener logistics by helping merchants understand the value behind our technology and network.

Requirements

You have a demonstrated history of working in customer support or a client-facing role, with experience managing high-touch merchant relationships.

You possess strong written communication skills, with the ability to translate technical concepts into clear language for non-technical audiences.

You are comfortable navigating SaaS tools and ticketing systems, with a quick aptitude for learning new software platforms and interfaces.

You have a natural inclination toward process improvement and are proactive about identifying inefficiencies or gaps in documentation.

You are fluent in French and have professional-level proficiency in English, both written and verbal, to communicate effectively with our international merchant base.

You demonstrate empathy and patience in difficult conversations, maintaining composure when handling frustrated or demanding inquiries.

You have a strong sense of ownership and are comfortable making decisions within defined guidelines to resolve issues without unnecessary escalation.

You are detail-oriented and organized, able to manage multiple concurrent tickets while maintaining accuracy and follow-through.

You understand the importance of data and are willing to use metrics and feedback to refine your approach and support strategies over time.

Nice to have

Experience working in e-commerce, logistics, or a tech-enabled service environment where speed and accuracy are critical.

Familiarity with warehouse operations, inventory management, or supply chain concepts, which would help you better understand merchant challenges.

Previous exposure to WMS or similar operational platforms, enabling you to grasp system functionalities more quickly.

A background in product management, operations, or a related field that has given you insight into cross-functional collaboration and roadmap planning.

Experience contributing to internal documentation or training materials, helping to scale knowledge across the support team.

Practical notes

This is a full-time position based in our Paris office at the 9th arrondissement.

The role requires availability during standard business hours to align with merchant needs across European time zones.

As this is a mission-critical role supporting high-growth merchants, we may require a longer notice period or additional onboarding steps before start date.

Travel is not required for this position, and remote work is not applicable given the operational nature of the role and our in-office collaboration model.

Candidates must be eligible to work in France without sponsorship, as this role involves high-level access to merchant data and sensitive operational information.