Technical Customer Support and Success

Basics

• Based in: Paris or full-remote position (1-hour difference from Paris timezone)
• Contract: : Full-time permanent contract
• Manager: Florian, VP of Engineering
• Team: Technical team
• Budget: from 45 to 55 k€
  
  

Shipup is a 50+ people company that envisions a world where brands keep their promises along the entire customer journey.

That's why we enable brands to take control over the most volatile part of the customer experience — the post-purchase — so they increase brand loyalty and save support costs.

We work with 300+ brands in Europe and North America, including some very successful digital native brands (Cheerz, Blissim, Withings, Feed Ssense, A.P.C. …) while others are larger, more traditional accounts (Leclerc, Carrefour, Go Sport, Yves Rocher, Zadig & Voltaire, Petit Bateau, etc…).

In 2022: Shipup announced that Global Blue had acquired a majority stake in the company while staying an independent structure.

Job Description

📝 Context

We are thrilled to open our first Technical Customer Support and Success role at Shipup. This strategic decision comes at the perfect time for several compelling reasons.

Our primary goal is to enhance first-level support and onboarding responsiveness to improve customer satisfaction by empowering Customer Care and Onboarding teams to operate more autonomously.

We also aim to improve the speed and quality of technical support by moving these responsibilities from the technical team to this new role.

🛍 Position

The Technical Customer Support and Success will play a crucial role in onboarding customers, providing first-level technical assistance, and managing carrier integrations. This means the role is at the intersection of customer support and technical development, requiring a capability & willingness to write code.

Here are some of the key responsibilities:

Customer onboarding

• Lead technical onboarding sessions, providing customers with detailed guidance on integrating our platform with their IT systems.
• Customize our product to meet specific customer needs through data configuration and bespoke transformations.
  
  

Customer support

• Act as the first point of contact for all technical inquiries and issues from customers, ensuring swift and precise resolutions.
• Diagnose and troubleshoot basic technical problems, escalating complex issues to the technical team as needed.
• Gather and relay customer feedback to the product team to aid in product enhancement.
  
  

Carrier integration management

• Coordinate the integration of new carriers into our ecosystem, managing both the technical setup and ongoing data exchanges.
• Work collaboratively with technical teams to ensure smooth API integrations and compatibility with existing systems.
• Participate in the development of the new carriers.
  
  

Team training and process improvement

• Provide technical training to customer service team members to enhance their proficiency in handling customer inquiries.
• Identify and implement innovative tools and scripts to streamline internal processes and boost team efficiency.
  
  

🙌 Our team

You will join the Tech & Product teams, which consists of twenty people led by Léa (CPTO) and Florian (VP of Engineering).

This team is divided into two squads and transversal members.

In each squad, we have:

• 1 Engineering Manager and 4 full-stack developers
• 1 Product Manager
• 1 Product Designer
  
  

Our transversal members are:

• 1 Head of Data
• 1 Lead Product Manager
• 1 Product Marketing Manager
• 1 Senior Staff Engineer
  
  

You can learn more about our internal organization, technical challenges, methods and approaches thanks to our internal blog and engineering page.

🤝 Additional Collaborators

You will also collaborate closely with the Customer Success team. You will work hand-in-hand with this team to ensure effective onboarding, help filtering/prioritizing technical on-call tickets and help them being more knowledgeable on technical aspects.

Specifically, you will find the following members in these teams:

• François-Xavier, our Customer Care Manager, who is responsible for overseeing the resolution of customer issues and maintaining high levels of customer satisfaction.
• Camille, our Customer Onboarding Manager, who is responsible for guiding new customers through the onboarding process and ensuring they have a smooth start with our services.
  
  

👨 Your Manager Responsibilities

Florian joined Shipup in September 2021 as our first VP of Engineering to ensure we deliver at a constant pace and with high quality. His duties largely involve methodologies and people-related topics. Additionally, his role is to centralize information to maintain consistency and ensure the tech team meets business needs.

During your first year, as a hiring manager, he primarily expects you to:

• Handle autonomously technical aspects of customer onboarding.
• Manage carriers relationship, shaping and integration.
• Reduce onboarding time.
• Reduce on-call tickets volume.
  
  

👩‍💻 Our stack

For your role

• Asana
• Metabase
• Planhat
• Stonly
  
  

Global

• Slack, messaging platform
• Notion, collaboration platform
• PayFit, payroll & compliance for french talents
• Lattice, people success platform
• Deel, payroll & compliance for international talents
  
  

What You Have...

The ideal candidate will be a skilled communicator and problem-solver, with a capability & willingness to write code and eager to make a significant impact in a growing environment.

You could be a good fit if

• You have proven experience in customer success or technical support roles, preferably in a tech or logistics environment.
• You have a strong understanding of web applications and API integrations.
• You have coding abilities (scripting, automation or basic application development).
• You have SQL knowledge (gives you more autonomy to answer customers' questions).
• You have excellent communication and interpersonal skills, with a customer-first mindset.
• You are proficient in both English and French.
  
  

What You’ll Get…

🌍 International: we acknowledge our differences and celebrate them. D&I in our place of work is something we require every employee to champion.

🧸 People-centric company: Our people matter. Check out our benefits and perks for a healthy work environment. Work-life balance is important at Shipup; hear what our employees have to say about it here.

🗃 Startup spirit & structured environment : a growing environment, where there is a lot to learn but, at the same time, you are in a mature, organized environment with a clear vision.

📚 Career growth: talent management is essential for us. From onboarding and performance management to career development, we have already a mature organization and the managers to help you grow

Recruitment process

Our hiring process is structured to avoid bias and ensure fair assessment of all our candidates.

Our interviews are suited to our flex remote policy, it means you can choose whether you want to attend them on-site or remotely.

☎️ 30 min l Screening interview with Florian

To better understand your career plan and answer any of your questions

📝 Homework

To Get a Quick Overview Of Your Hard Skills

👀 01:00 l Customer service orientation with François-Xavier and Camille

To assess specific position-related skills

🤝 01:00 l Top grading interview with Florian

To assess specific position-related skills

😂 Fit interview

To ensure alignment with our company culture

End notes

If you don’t meet 100% of the qualifications outlined above - that’s okay, nobody’s perfect! We believe in hiring people, not just skills. We encourage you to apply if you think this is a role that would make you excited to come to work every day.

Shipup is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.