Customer Experience & Support (1)

📍 Paris | Full-time | Fluent 🇫🇷 & 🇬🇧

At Bigblue, we're building the logistics backbone for the next generation of commerce.

Modern brands sell everywhere: through their own online stores, marketplaces, retail, social commerce, and more. Across every channel, customers expect the same fast, reliable, and transparent experience after they buy. What used to be Amazon's exclusive advantage is now becoming the standard for every ambitious brand. We're helping them get there.

Since 2018, we've built a tech-driven fulfilment platform used by 600+ brands, including Muji, Aigle, Scuffers, and Cabaïa. With 200+ Bigbluers across the UK, France, Spain, and Germany, our proprietary tech stack, and a network of 9 warehouses and over 100,000 sqm of fulfilment space across Europe, we ship millions of orders every month. And we're nowhere near done!

Backed by €20M+ in funding, we're expanding across Europe and building the operating system that will power modern commerce operations at a global scale.

At Bigblue, we hold ourselves to a very high bar: in the quality of our product, the rigour of our operations, and the care we bring to every merchant we work with. You'll be working alongside talented people on real, high-impact problems, in an environment where high standards come with genuine support, ownership, and room to grow. If you want your work to matter from day one, you're in the right place.

We’re hiring an Onboarding Manager to ensure new merchants launch smoothly and become long-term partners on Bigblue. In the next 3–6 months, this person will own a newly signed portfolio end-to-end and drive early retention and satisfaction KPIs.

Onboarding is a critical part of customer success, taking merchants from signup to their first success with Bigblue. As an Onboarding Manager, you will ensure satisfaction throughout this crucial phase for our most promising European D2C brands.

📋 What You’ll Do

Coach and advise throughout a decisive moment 🤝

You make sure to fully understand the requirements of the customer in terms of timescales, prerequisites and assistance.

You share best practices with our customers and make sure they comply with our operational requirements and use our SaaS product features effectively

You keep a close eye on our customers' first shipments and ensure that they run perfectly.

You work with our customers to improve the operational aspects of their business and their internal processes by leveraging your e-commerce expertise

Build trust to initiate long-lasting and successful relationships 🚀

You educate the customer on the specifics of the Bigblue service to unlock value.

You are the leading expert on our product and the face of Bigblue for our onboarding customers.

Each client has unique needs and you help them effectively leverage our solution to achieve maximum impact for their business.

By stepping into our customer shoes, you remove blockers and set them up for success by leveraging Bigblue tools.

Continuously upgrade Bigblue onboarding 📈

You champion the needs of our customers internally to consistently improve the onboarding experience.

You track and report onboarding performance & satisfaction targets using appropriate metrics.

You take a critical look at internal processes to provide & implement suggested improvements to make the boarding process as efficient as possible.

👤Who You Are

✅ Must-Have

You have at least 3 years (or more) of experience in a customer-facing role, ideally in B2B (for example Customer Success, Onboarding, or Account Management).
You are organized and have exceptional time-management skills.
You are fluent in French and English, both written and spoken.
You genuinely enjoy helping others and solving merchants’ challenges.
You use data to make decisions and to prioritize.
You are curious, proactive, and open to new ideas.
You are comfortable engaging with merchants across channels, including email, video calls, phone calls and in-person meetings.
You navigate technology with confidence and embrace digital tools.
You bring natural empathy and a calm presence to every interaction.
You take initiative and turn ideas into action.
You thrive in collaborative environments where you can both learn and share knowledge.

⭐ Nice-to-Have

You have experience in logistics, SaaS, D2C, and e-commerce.
You have a proven track record in upselling and cross-selling.

🗓️ Interview Process

TA screen (30 min)
Hiring Manager deep-dive (60 min)
Case study (60 min)
On-site interviews
Reference checks

Why join Bigblue

💼 High impact role: Be at the center of our growth journey and help shape the team that will power Bigblue’s future.

💙 Founders-led company with an innovative, caring culture.

🚀 Fast-growing scale-up: Join a well-funded, early-stage company where your work will have immediate and visible results.

🌍 International environment: Work across Paris, Madrid, London, and our European warehouse network.

🏢 Brand-new offices in the heart of Paris’ 9th arrondissement (biggest tech hub).

🍱 10€ meal voucher per worked day (55% paid by Bigblue) + unlimited free snacks at the office.

🧘‍♀️ ClassPass membership for fitness & wellness.

🖥️ MacBook or any setup you need — your choice of equipment to do your best work.

🩺 100% health insurance coverage with Benefiz.

Regardless of sex, gender identity, sexual orientation, race, color, religion, origin, disability, age… At Bigblue, we create equal opportunities for all and make our culture as inclusive as possible. Because we believe that challenging assumptions and embracing diversity in experiences and backgrounds is what makes us stronger.

Because what we value first and foremost are curiosity and growth-driven minds. So, regardless of who you are and how many “boxes” you tick on the job description, if you have the energy and passion to help shape Bigblue’s entrepreneurial adventure, APPLY.

Onboarding Manager

Bigblue

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