Customer Care Specialist 🇫🇷

Moka.care

Who are we? moka.care is a mental health solution for companies, with one mission in mind: nurturing healthy minds to foster healthy organizations. We guide employees through individual and group therapy or coaching sessions. Alongside we help HR teams to take care of their employees’ mental health on a daily basis. Where we are currently: Since our creation in December 2019, more than 400 companies (L'Oreal, Spendesk, Qonto, Engie, Castalie, etc.) have joined moka.care, and we now have over 300,000 employees covered in France but also throughout the world! We have raised 17,5 million euros and are 70 to help companies improve their mental well-being. What we believe in? Excellence in care is our obsession. Culture is not nice words we put on the walls, we have defined 4 tangible values to make this culture live: Team Play, Optimism, Ownership & Agility. Why do we need you? As a Customer Success Manager – SMB Portfolio & Process Design, your mission is to structure and scale the way we manage our portfolio of small accounts. This role starts with process redesign: building a clear operating model, tools and routines so we can serve a large portfolio efficiently while keeping impact and satisfaction high. You will set up a reactive inbound and proactive outbound motion (fast response + smart prioritization), and you will also contribute to commercializing new products to this segment. Your responsibilities Design and run the operating model for SMB portfolio management: define workflows, rules of engagement, handoffs, and the “what happens when” for each customer situation. Put in place an inbound + outbound system: Inbound: organize reactive support and requests handling (SLAs, triage, escalation, knowledge base / macros, tooling). Outbound: build a proactive cadence based on signals (health, usage, renewal dates, opportunities, risks) and prioritize outreach. Manage the portfolio day-to-day: build strong relationships with key stakeholders, drive adoption and engagement, and ensure customers get value. Drive retention, renewals and growth: anticipate risks, manage renewals, and identify opportunities to upsell / cross-sell, including new products commercialization. Make it scalable (then scale it): automate where possible, leverage AI, document playbooks, and continuously improve processes so the model works for 100+ accounts and beyond. Monitor performance with data: define dashboards and KPIs (health, engagement, renewal, growth, response times), and use them to steer priorities. You’re the ideal person if You enjoy building structure in ambiguous contexts and turning messy operations into clear, repeatable processes. You’re comfortable combining client-facing work with data-driven portfolio steering. You have a strong operational mindset and can design workflows, playbooks, and scalable routines. You are proactive, organized, and able to handle volume while keeping quality high. You can contribute to commercial growth (renewals, expansion, new product rollout) in a thoughtful, customer-centric way. You communicate clearly in French and English.

Bigblue

📍 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.     Description   As we scale, providing an exceptional merchant experience isn’t just important - it’s core to our strategy and long-term success.   To fuel this next stage of growth, we are building a dedicated Operations Management function focused entirely on empowering our merchant-facing Success organization: Account Management, Onboarding, Customer Success, and Support. This team will become the force multiplier that elevates how we operate, share knowledge, drive efficiency, and deliver value to every merchant we serve.   We are hiring a strategic, analytical, and highly autonomous Operations Manager to build this function from the ground up.   You will architect the systems, processes, and enablement programs that transform how our merchant teams operate — and how they partner with the rest of Bigblue - both today and as we scale.   This role reports directly to the Head of Merchants, with the potential to lead a team of 2.   If you are a former consultant or operator who loves building structure from ambiguity, optimizing performance, and driving measurable outcomes at scale, this is a rare opportunity to shape a critical growth engine.   🚀 Your mission   Build and execute the end-to-end strategy for enablement & operations of the merchant team - defining how teams learn, how processes scale, how knowledge flows, and how we prepare customers (and our people) for product evolution.

Bigblue

📍 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.