Customer Support Specialist

Ageras is becoming Shine

At Shine, we are redefining how entrepreneurs—freelancers, self-employed professionals, and SMEs—manage their banking and administrative tasks. Through seamless tools and innovative banking solutions, we help them focus on what matters most: growing their businesses.

Our vision is to become the best friend of every small entrepreneur across Europe.

Over the years, Shine has grown through the merging of top European FinTechs like Shine (), Kontist (), Tellow (), and more. Today, we're a team of nearly 500 people working together from Paris, Amsterdam, Copenhagen, and Berlin.

The Customer Service at Ageras

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 your future manager - working to deliver tailored solutions to our customers. By joining one of these teams, you'll become the go-to contact for our customers and directly responsible for their experience with Ageras.

Your Role as a Customer Support Specialist

This position is available on a fixed-term contract,
for a period of 10 months
.

Your goal? To assist them in managing their professional accounts (bank cards, transfers, direct debits) and simplify their administrative tasks so they can focus on their core business.

You will be responsible for:

• Providing the most comprehensive and high-quality responses to entrepreneurs and small businesses contacting Shine via email, chat or phone,
• Investigating complex cases related to bank accounts, administrative issues, or insurance,
• Prioritizing the requests in your portfolio, choosing the best channel (email, chat or phone) to understand and resolve your customers' situations,
• Developing a strong attention to detail that allows you to anticipate the "little extra" that reassures and retains our customers,
• Proactively communicating with your team members and other departments at Shine (Sales, Product, Compliance, etc.) to handle specific situations.

Job located in Paris, with possibility of two remote working days per week

 About you

• You have prior experience in a customer support role, ideally in a SaaS company,
• You have an excellent command of French, especially in writing, with clear expression.
• You are empathetic and can put yourself in your customers' shoes : customer satisfaction is a top priority for you,
• You thrive in teamwork: you're not afraid to ask for help or offer support when needed. You're also open to feedback and self-improvement,
• You're proficient with collaborative tools like Slack, Notion, Intercom, or similar,
• Ideally, you have knowledge of the banking sector or the administrative challenges of self-employed professionals, but this is not mandatory
• French is your native language, or you speak/write it fluently and perfectly, and you have at least a professional level of English. (mandatory).

Our recruitment process

• An initial interview (45') with Anne-Lucie (Talent Acquisition Specialist),
• A video interview (45') with Marion (CS Team Lead),
• A case study with a presentation,
• A finale interview when we will talk about your soft skills, and you will meet your potential future colleagues.

Feel free to apply in French

What's in it for you:

• A salary range between 32k and 36k€ per year,
• Full health insurance coverage for you and your kids, plus 4 free AlanMind sessions per year,
• Meal vouchers : A Swile card with €9.05 per day for meals at restaurants or grocery shopping.
• RTT (Reduced Working Time) : In addition to 25 days of paid leave per year, we provide 8 to 10 additional RTT days depending on the calendar year's public holidays.
• Located in Paris with possibility of two remote working days per week