Customer Operations Lead

🎯 What you’ll lead

• Strategy & architecture of merchant operations: Own the global strategy for merchant team enablement by setting the vision, roadmap, and priorities, and defining how Customer Success, Account Managers, and Care work together efficiently at scale in close partnership with Sales, Product, and Operations. This role owns the long-term merchant operations blueprint, including org design, tooling, capabilities, and core processes.
• Operational excellence & productivity: Design and scale high-velocity workflows and operational standards, while leading the implementation of tools, automation, dashboards, and reporting. Own efficiency KPIs end to end and drive the initiatives that measurably improve productivity and execution quality.
• Knowledge & content systems (internal & external): Lead the end-to-end knowledge strategy, including infrastructure, governance, and operating processes, and define what content lives in the Help Center, internal playbooks, training, or embedded workflows. Build a system that enables teams to find information in seconds, measure content performance, and continuously optimize for adoption and support deflection.
• Product GTM for merchant teams: Own how merchant-facing teams are prepared for every product change by designing the internal go-to-market motion, including playbooks, communication plans, adoption strategies, and readiness sessions. Partner closely with Product and Marketing to ensure launches translate into effective internal readiness and strong merchant adoption.
• Learning & capability development: Define and execute the learning strategy across the merchant organization, covering onboarding, upskilling, and role-based certification. Build a curriculum that blends product expertise, operational excellence, soft skills, and customer experience, and establish continuous learning loops to track effectiveness and close capability gaps as the product evolves.

Requirements

• Background
• 3+ years in Consulting, Operations, or Chief of Staff roles.
• Experience in SaaS, e-commerce, or product-led environments.
• Exposure to enablement, process design, or knowledge systems is a plus.
• Ideally: experience supporting Success, Support, or Professional Services teams.
 
• Skills
• High-level thinking + strong operational execution.
• Process design, systems thinking, and workflow optimization.
• Exceptional cross-functional influence and project management.
• Excellent communicator: clear in writing, compelling in training.
• Data-driven mindset: able to define KPIs and use insights to guide strategy.
 
• Mindset
• Builder: loves creating structure out of ambiguity.
• Strategic operator: sees the big picture and then executes.
• Change champion: comfortable challenging the status quo.
• Customer-obsessed: understands internal users and merchant needs deeply.
• Ownership-driven: biased toward action and outcomes.

Why join Bigblue

• ✨ Impact: Be at the center of strategic decisions, working directly with the founders to shape 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.