About the role
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. \n Missions Merchant support & ticket management (HelpScout) Answer merchants’ requests using our ticketing tool (HelpScout) while maintaining the following KPIs: 100 tickets/day per CCS Minimum 80% CSAT Less than 2 hours response time Merchant relationship & education 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: Keep articles up-to-date Create new articles when needed Merchant voice & cross-functional collaboration Represent the merchant’s voice internally to improve service level and the Bigblue App Work closely with Product and Operations to anticipate operational issues