Customer Support Specialist, Shine
Phone Team, French Speaker
€31-34k
Online banking management platform
Posted today
Online banking management platform
201-500 employees
Posted today
€31-34k
201-500 employees
Company mission
To simplify the daily life of business leaders and freelancers to allow them to focus on what really matters: their success.
Role
Who you are
- You have initial experience in a digital customer service role with a strong phone presence or in a call center
- You are comfortable speaking and used to handling calls to solve all types of issues
- Ideally, you have knowledge of the banking sector or administrative challenges faced by entrepreneurs, but this is not mandatory!
- You are empathetic and able to put yourself in your clients' shoes—nothing satisfies you more than helping them solve their problems
- Teamwork energizes you: you don’t hesitate to ask for or offer help when needed. At the same time, you are open to self-improvement and appreciate feedback
- You are familiar with the tools used by the team (Slack, Notion, Intercom, or similar)
- You can communicate in English, as part of the Shine team is English-speaking
What the job involves
- Transforming our customers' banking and administrative experience isn’t just about creating amazing tools. It’s about delivering exceptional service every day. By joining us as a Customer Support Specialist, you'll play a key role in shaping the customer service of tomorrow
- Here’s a quick look at how our team is structured:
- Marcus, our Global Customer Service Director, ensures operational excellence in Europe,
- In France: Minh, our Head of Customer Support, driving impactful projects and supporting five talented Customer Support Team leads
- In France: five teams, each led by a CS Team lead - including Edouard, your future manager - working to deliver tailored solutions to our customers by phone. By joining this team, a team specifically dedicated to handling incoming calls and available to address our clients' issues throughout the day, you’ll become the go-to contact for our customers and directly responsible for their experience with Ageras
- You will be the most accessible and preferred point of contact for our clients, becoming the voice of the customer experience at Shine (the banking product of Ageras in France)
- Your role will be to answer incoming client calls and support them over the phone in managing their business account across three main areas: administrative, technical support, and banking
- Provide, primarily over the phone, the most comprehensive and high-quality responses to the issues faced by our clients (entrepreneurs and business owners) reaching out to Shine
- Actively listen to our clients' expectations and frustrations over the phone, anticipating the "extra touch" that will reassure and retain them
- Become an expert in topics related to bank accounts, administrative processes, and technical support to deliver the most relevant solutions to our clients' needs in real-time
- Proactively communicate with internal teams (Tech, Product, Compliance, Sales, etc.) about client issues to continuously improve our service
- Participate in various cross-functional projects aimed at enhancing the team's processes
Application process
- A video interview (45') with Edouard (CS Team Lead - Phone Squad),
- A case study with a presentation to Edouard
- A half-day immersion when you will meet your potential future colleagues
Our take
Many people dream of starting a business, but the stresses of banking and accounting prevent them from ever doing so. Hiring accountants is expensive and traditional bookkeeping platforms are failing to meet the demands of today's fintech landscape, showing the demand for an updated take on business banking software.
Shine provides an online banking management platform, offering banking and accounting services for SMEs, freelancers, startups, and agencies. The company's financial experts handle the accounting to free up time, in addition to offering consulting services for business growth and creation.
The rise of open banking has resulted in the fintech industry becoming oversaturated with startups, but Shine shows great potential to stand out due to its comprehensive accountancy services for any business size. Through this approach, the company aims to make online banking services more flexible and accessible whilst providing its customers with insightful and up-to-date financial advice.
Steph
Company Specialist at Welcome to the Jungle
Insights
41% employee growth in 12 months
Company
Funding (2 rounds)
Sep 2018
$8.4m
EARLY VC
Jul 2017
$3m
SEED
Total funding: $11.3m
Company 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
Company values
- 💖 Solidarity first - Solidarity is the cement of teamwork: we never hesitate to roll up our sleeves to help a team member or a client
- 💬 Honesty is the best policy - No trust without honesty! We ensure that our feedback is complete and constructive, and that we are always transparent with our users
- 🌝 Be ambitious, be humble - We are convinced that everything is possible if we tackle it together, but we remain aware of the path that always remains to be traveled. “It's always day one!”
- 💎 Build GEMs - We pay extreme attention to detail. We see ourselves a bit like craftsmen, who put their passion and expertise at the service of their customers
Company HQ
Mail, Paris, France
Articles
Leadership
Nicolas Reboud
(CEO)Experience as Senior Consultant for Auriverde. Co-founder of Mayoz from 2010 to 2013, and of Printic from 2013 to 2017.
Raphael Simon
(CTO)Experience as Co-founder of SAIO from 2013 to 2015. Lead Developer for Printic from 2015 to 2016.
Salary benchmarks
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Diversity, Equity & Inclusion at Shine
- Beyond this mission, we aspire as a company to have a positive social and ecological impact. We are committed to fostering diversity and inclusion within teams as well as within our community.
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