Bigblue

Customer Support

• Manage & coach the Customer Care team
• Lead the Spanish Care team on a daily basis to drive performance.
• Ensure 1to1, performance reviews and other meetings with the Spanish Care Team.
• Ensure tickets review with the Spanish Care team.
• Provide coaching and support to the team when needed.
• Monitor and analyze KPIs (CSAT, average reply time, average number of replies) to ensure quality.
• Guarantee high responsiveness and service quality for tickets to thrive for excellence.
• Participate to tickets handling with the team and merchants calls (around 20% of your time).
• Be responsible for escalations from our merchants via calls and meetings.
• Create Ad hoc strategic planning with merchants without an Account Manager.
• Implement and update structured workflows / processes to manage Care requests efficiently.
• Ensure streamlined communication with merchants in Care remit.
• Align with the Account Management team to ensure a seamless experience for merchants.
• Work closely with operations & product teams to ensure merchant feedback leads to meaningful improvements.

Customer Care Manager

Operations

• Support operational improvements
• Execute Operations Excellence initiatives across EU warehouse network, with a strong focus on implementation and follow-through
• Help document, test, and deploy standard operating procedures (SOPs) to improve productivity, accuracy, and cost efficiency
• Contribute to building the tools, processes, and routines that enable scalable and reliable operations
• Work closely with site teams to understand operational constraints and help translate them into practical improvements
• Assist in collecting and analyzing data to identify improvement opportunities
• Support cross-functional improvement projects (layout optimization, process redesign, digitalization, tooling implementation)
• Execute small-to-medium projects with guidance: problem analysis, data collection, solution testing, implementation support, and tracking
• Help scale best practices across the network, ensuring consistency while adapting to local realities
• Prepare clear project updates, analyses, and recommendations for Operations Excellence leadership
• Participate in project planning sessions and contribute ideas for process enhancements
• Help build and maintain operational dashboards (productivity, quality, costs)
• Monitor KPIs and flag deviations, risks, or improvement opportunities to your manager
• Support the measurement and documentation of improvement initiatives
• Participate in post-implementation reviews and continuous improvement discussions
• Assist in creating reports and presentations on operational performance
• Work with Technology teams to help communicate operational challenges and test system improvements
• Collaborate with Finance and Data Analysts to understand cost drivers and operational metrics
• Coordinate with Fulfillment, Transportation, and Customer Service teams to support end-to-end operational improvements
• Build relationships with site operators and team leads to gather feedback and insights
• Support a data-driven, problem-solving mindset within operations
• Help empower site teams to identify and address performance issues
• Actively contribute ideas and learn from operational challenges
• Participate in knowledge-sharing sessions and training initiatives.

Ops Excellence Manager

• Help customers use Bigblue and resolve their day-to-day issues
• Educate customers on logistics workflows, including technical/product-related aspects
• Contribute to app improvements through daily collaboration with Operations and Product teams
• Deliver a positive customer experience by supporting Bigblue merchants on a daily basis
• Serve as the first point of contact for merchants and resolve issues efficiently via the ticketing system
• Work with Product and Operations teams to anticipate and prevent operational problems

Customer Care Specialist

Account Manager

• Build and maintain strong relationships with strategic merchant accounts
• Act as a trusted advisor by connecting operational topics (service, cost, performance) to business impact
• Define improvement plans with merchants based on data analysis
• Identify new partnership opportunities and define improvement plans with merchants
• Support stakeholders in their day-to-day use of Bigblue’s services
• Monitor customer feedback and performance trends, and translate them into actionable improvements
• Contribute to product and operational improvements based on merchant insights and market trends
• Optimize internal processes and tools to improve the overall customer experience
• Contribute to our merchants’ strategic development and identify the metrics that drive their growth
• Identify potential signals of dissatisfaction and implement solutions to address them
• Propose creative initiatives to engage our existing merchants
• Implement cross-selling and upselling strategies to meet customer needs and unlock additional value