Customer Support Specialist

Who you are

• 💙 Customer-First Mindset: You genuinely care about helping people. You listen, understand customer needs quickly, and create positive experiences in every interaction
• 💬 Exceptional Communication: Whether it's by email, chat, or phone, you know how to turn complex topics into clear, simple, and friendly conversations that customers love
• 🎓 Coach & Educator: You don't just solve problems—you empower customers. You enjoy guiding people step by step and helping them get the most out of the product
• 🧩 Solution-Oriented Thinker: Challenges motivate you. You stay calm under pressure, think critically, and always focus on finding the best solution
• 📚 Curious Learner: Technology excites you. You're eager to learn new products, explore features, and continuously grow your expertise
• 🤝 Team Player: You believe great customer experiences are built together. You collaborate openly, share knowledge, and contribute to a supportive, high-performing team
• 📋 Highly Organized: You thrive in a fast-paced environment, confidently managing multiple conversations and priorities without compromising quality
• 🌐 Omnichannel Customer Support: You deliver exceptional support across email, chat, and phone, ensuring every customer receives a consistent, high-quality experience
• 🔍 Troubleshooting & Problem Solving: You enjoy investigating issues, identifying root causes, and providing accurate, timely solutions that build customer confidence
• ⚙️ SaaS & Digital Tools: You're comfortable navigating SaaS platforms, CRMs, support systems, and modern digital tools, quickly adapting to new technologies
• ⏱️ Prioritization & Time Management: You know how to balance urgency with impact, managing multiple cases efficiently while maintaining excellent service standards
• ✍️ Outstanding Written Communication: You write with clarity, empathy, and precision, creating personalized responses that customers can easily understand and act on
• Customer Enablement: Your goal isn't just to answer questions—it's to help customers become confident, independent users through education and best practices
• 📈 Continuous Improvement Mindset: You're always looking for better ways to work, contributing ideas that improve processes, documentation, and the overall customer experience
• Fluent in English and French

What the job involves

• At Shine, our mission is to simplify the lives of freelancers, independent professionals, and small businesses. As part of the Customer Care team, you will support users of Shine Invoicing/ Facture in their day-to-day use of the software and play a key role in delivering an outstanding customer experience
• You will be the primary point of contact for our customers, answering their questions through email, chat, and phone. Your role will be to provide clear, accurate, and personalized support while contributing to the continuous improvement of the customer journey
• Respond to customer inquiries related to Shine Invoicing/Facture via email, chat, and phone
• Guide users through the platform and help them make the most of the software
• Diagnose and resolve functional issues encountered by customers
• Understand customer needs and provide tailored solutions
• Escalate complex cases to specialized teams when necessary
• Contribute to the knowledge base and help improve internal support processes
• Collect and share customer feedback to support product improvements
• Deliver a seamless, human, and high-quality customer experience across all interactions

The application process

• 1️⃣ 30' call with Talent Acquisition
• 2️⃣ 45' interview with Hiring Manager
• 3️⃣ 60' business case presentation to highlight your skills and give you a hands-on feel for the role

Benefits

• 👩‍💻 1 day of freelancing per month: The opportunity to put yourself in the shoes of our customers (with a free premium account!)
• 👪 8 weeks second parent leave + 3 days sick child leave
• 💚 Mutuelle: 100% health coverage for you and your family
• 🌏 Work from our Parisian offices or from your home (in France and in some European countries): Shine takes care of a furniture leasing to settle in well at home or a coworking space near you
• 🍱 Restaurant tickets: €9.05 per day for your lunches
• 🎶 Culture budget of €275 per year to buy books or listen to music
• 🤸 Sports pack: €300 per year to take care of yourself
• 🚴‍♂️ Bike + transport: Participation in transport costs, on folding seat or cycle path (Shine reimburses the kilometers made by bike!)
• ☀️ 8 to 10 days of RTT per year for all
• 🏝 1% holiday bonus paid in June