Onboarding Team Lead, Bigblue
3-5 days a week in office (Paris 9th, France)
Developer of eCommerce logistics tools
Be an early applicant
Developer of eCommerce logistics tools
101-200 employees
Be an early applicant
3-5 days a week in office (Paris 9th, France)
101-200 employees
Company mission
To help brands scale operations effortlessly and create a delivery experience that delights customers and boosts sales.
Role
Who you are
- Strong leadership and team management skills, with a demonstrated ability to coach and develop team members
- Exceptional organizational & time management skills
- Excellent problem-solving and conflict resolution abilities
- Experience in process improvement and project management
- Fluent in French and English
- Analytical mindset
- Quick learner — you are able to assimilate huge amounts of information quickly
- Customer ultra-centricity
What the job involves
- We are seeking a highly motivated and experienced Customer Onboarding Team Lead to join our dynamic tech-logistics company
- As the Customer Onboarding Team Lead, you will manage a team of four individuals who require extensive coaching and support
- You will handle escalations, drive process improvements, develop and implement upsell strategies, and serve as the primary commercial point of contact for key merchants
- Mostly, you will be in charge to structure the team in order to scale up
- You lead, mentor, and support a team of four (and more in the future) Customer Onboarding Managers
- You are a leading expert on our product and processes, making sure all knowledge is infused in the team
- You are the representative on the onboarding processes within Bigblue and make sure that those processes are respected within all our geographies & warehouse (FR, UK, ES)
- You provide close coaching, training, and performance feedback to ensure team development and success
- You foster a positive and collaborative team environment that encourages continuous improvement and high performance
- You champion the needs of our merchants internally to consistently improve the onboarding experience
- You track and report onboarding performance using appropriate metrics
- You take a critical look at internal processes and provide regular improvements.
- You build new onboarding framework to be able to onboarding larger & more complex merchants
- You are collect feedback on merchant onboarding experience and sharing it with the other teams to drive improvement
- You collaborate closely with the Sales team to ensure seamless handovers from sales to ops
- You collaborate closely with the Product team to:
- Frame GTM of new features for onboarding merchants
- Structure and prioritize product feedbacks related to the onboarding experience
- Frame the development of new features for incoming large merchants
- You serve as the primary point of contact for key merchants during the onboarding phase
- You build and maintain strong relationships with merchants to ensure a seamless onboarding experience, ensuring a long term successful partnership with Bigblue
- You address merchant needs, concerns, and feedback to enhance overall satisfaction
- You act as the primary escalation point for onboarding
- You collaborate with internal departments to resolve escalations promptly and efficiently
- You develop and maintain escalation protocols to enhance customer satisfaction & churn avoidance
- You lead the team in identifying upsell opportunities during the onboarding process
- You analyse product adoption and implement strategies to increase our service usage
- You develop and implement strategies to enhance customer value through additional services and solutions
- You collaborate with the sales and product teams to drive revenue growth through successful upselling
Our take
Consistent order fulfilment, logistics, and positive customer experiences are essential for the success of eCommerce businesses of any scale, but achieving this can be expensive - particularly for small businesses. Logistics providers often charge monthly rates that don't reflect the scale of a business, leaving businesses with no budget to optimize their customers' experiences.
Bigblue provides an eCommerce and customer-experience toolkit, providing end-to-end order fulfillment services such as product storage and package picking, personalized packaging, delivery, and inventory analytics. The company specifically focuses on providing its services to businesses of any scale by only charging for products that have been shipped, whilst also connecting directly with all major eCommerce platforms.
Bigblue’s main challenge will be competing with other logistics companies, including Cubyn, Hive and Huboo. Bigblue’s intelligent pricing system (which charges companies relative to their size), and its focus on providing an end-to-end customer experience, has set it apart. Combined with a $15 million raise in 2022, Bigblue is set to become an increasingly bigger part of the logistics market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
36% employee growth in 12 months
Company
Funding (2 rounds)
Mar 2022
$15m
SERIES A
Nov 2020
$3.2m
SEED
Total funding: $18.2m
Company benefits
- We offer competitive compensation packages, along with meaningful equity
- Innovative culture
- Early-stage well-funded company
- Founders-led company
- Learn from the best and be supervised by experienced people who have a real desire to pass on their knowledge in tech, as well as in the field of logistics!
- Quickly assume important responsibilities allowing you to have a real impact on the growth of the company. Regular impact based evaluation to help you grow as fast as its suitable. Ultra-dynamic work environment with an international reach.
- Discover a great working atmosphere: outings, game nights, team buildings, offsites, team lunches, super caring founders, brand new offices in Paris (near the Opera), day to day benefits (Alan, travel, etc)
Company HQ
Porte-Saint-Denis, Paris, France
Articles
Leadership
Tim Dumain
(CEO)Experience as co-founder, CEO, and Advisory Board Member of Morning from 2011 to 2021. Co-founded Bigblue in 2018 as CEO.
Mathias Griffe
(CTO)Experience as Software Engineer for Apple. Co-founded Bigblue in 2018.
William Meunier
(Co-founder)Experience as Haiti Head of Operations for 10Power. Co-founded Bigblue in 2018.
Salary benchmarks
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