Customer Care Manager

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

**Our company culture & values**:

- **Ownership**

Taking ownership means feeling completely responsible for our goals — and this is something all of Shipup adheres to We believe that every single one of us needs to feel accountable for the results of our work. This creates a state of complete trust in each other.
- **Initiative**

Our teams’ are founded on pushing each other to take initiative. Today, we constantly take action without being told what to do and come up with solutions to problems
- ‍ **Empowerment**

We truly want all of our employees to succeed. Thus, we provide everything and anything they need to thrive We also encourage everyone to take action and more importantly, we support them if they make mistakes.
- ** Caring**

One of Shipup's priorities is to impose a culture of care on a daily basis. We not only care about our co-workers, but we deeply care for our customers and the customers of our customers Our whole product is based on how much a company cares for its clients, and we love it
- ** ️‍ Ambition**

Our team always sees the bigger picture We have a strong desire and determination to succeed

**Job description**:
Shipup is looking for a **Customer Care Manager** to play an essential role in shaping the customer experience. You’ll act as the voice of Shipup’s small and medium-sized clients, ensuring them an excellent experience to keep them happy with our solution.

Customer Success is made up of 3 core teams:

- **Onboarding Management** in charge of the project management, technical implementation, and training of our customers
- **Customer Success** / **Experience** to accompany our clients
- And **Customer Care**

**Your missions**:
**Day-to-day (60%)**
- Respond to our SMB clients’ inquiries
- Identify the repetitive bottlenecks that customers encounter to solve them in the most effective manner
- Act as the team referent for unblocking operational issues
- Be the voice of our customers and collaborate with the Product Team to make the product as reliable, bug-free, and fast as possible.
- Conduct trainings for our SMB clients
- Be the primary point of contact for escalations
- Stay up-to-date on product development and the latest releases
- Enrich our external knowledge base to encourage client autonomy

**Projects and strategic projects (40%)**
- Define, Implement, challenge, and monitor the support’s KPIs
- Challenge and set up internal processes to better respond to customer requests (monitoring, dashboards, tools, etc.)
- Contribute to projects related to SMB by developing a user engagement strategy (newsletter, mailing automation, etc.) and content for this segment.
- Support the CSMs in a variety of projects

**Meet our CS Team**:

- Ségolène - VP Customer Experience
- Brianna - Team Lead Customer Success Manager (your manager)
- Léa - Team Lead Customer Success Manager
- Camille - Customer Onboarding Manager
- Ines - Customer Success Manager
- Laura - Customer Success Manager Senior
- Marine - Customer Success Manager
- Jade - Customer Experience Manager

**What you have...**:
**You could be a good fit if**:

- You have **2+ years of experience** in the Customer Services or Customer Care field;
- You have excellent written and oral communication in **French and English**;
- You’re **a good investigator** and know how to ask the right questions when investigating an issue;
- You have a **Customer Care mindset**: you love taking care of clients and going the extra mile to help your clients thrive;
- You have **excellent attention to detail**;
- Making **process improvements** and **using data** to make decisions interests you
- You’re comfortable with a variety of tools, especially a ticketing tool (Zendesk, Intercom, Freshdesk...)

**What you’ll get**:
**International environment**: 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**: A team where **everyone cares about one another**: We’re very proud of being a great place to work. Read what our employees are saying about us on Glassdoor (**100% of reviews would recommend it to a friend**)

**Have a strong impact as the first** Customer Care Manager.

Opportunities to come to New York

Every year we organize amazing company-wide off-sites in Europe to strengthen our social ties.

Weekly events: lunches, dinners, drinks, parties

**Our hiring process**:
**️ 30 to 45 min l Screening interview with **Angélique**, our Talent Acquisition Manager**

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

**01:30 l Live use case with **Brianna**, Team lead CS and a CSM M