Head of Customers
Bigblue, France

We are looking for a Head of Customers to build and lead our incredible customer team (onboarding, customer care, customer success, and key account management), and deliver the best possible experience to our merchants in a rapidly changing environment. Come join an innovative startup that is shaping a new frictionless delivery experience to all European brands.

Role

• Lead the entire Merchant Team through hypergrowth
  • Create a high-performing, accountable and fun team culture.
  • Manage the team workload.
  • Hire and grow new team members to match our rapid scaling goals.
  • Roll up your sleeves to support your team on a daily basis and address escalated issues with speed.
• Be the voice of merchants throughout Bigblue
  • Define Bigblue's merchant's success strategy and make sure of its consistent application.
  • Work closely with the Growth Team (handover, up-sell opportunities, referrals) and with the Product Team (gather feedback, new features' go-to-market)
  • Bring up merchant stories and work with the COO on the strategy to achieve operational excellence
• Build a data-driven customer-centric strategy
  • Drive core metrics (NPS, CSAT, retention) to meet the company targets in customer excellence.
  • Implement relevant tools to analyze and step up merchant satisfaction
  • Benchmark, implement, and track customer success best practices.

Requirements

• 3+ years of experience in top-notch consultancy, audit, or general management
• 1+ year of experience in customer management
• Great listening abilities. If a customer is upset, you don’t get rattled or defensive you help them feel heard and understood.

• Excellent communication capabilities
• Extensive problem-solving skills
• Strong data-driven mindset
• Fluency in spoken and written amp;
• You love working in a fast-paced, high-growth environment and are never settling for how something "has always been done".

Bonus

• Entrepreneurial spirit or previous experience in a fast-scaling environment
• Passion about making life simpler with technology
• Experience in e-commerce or logistics
• Fluency in a third language

Benefits

• We offer competitive compensation packages, along with meaningful equity.
• Brand new offices in Paris' biggest tech hub (10th arrondissement)
• Innovative culture
• Early-stage well-funded company
• Founders-led company
• We are a team of foodies, so every single (pre/post-covid) day, lunch is on us. Better said, we're cooking so you'll have access to great food all day long!
• MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done

Job Rewards and Benefits