Customer Support Specialist - Payroll - EBP - French speaker

Shine is the financial copilot for entrepreneurs and small business owners.
Founded by serial entrepreneurs Rico Andersen and Martin Hegelund, Shine is a leading European fintech unicorn on a mission to restore the joy of running a business, by ending wasted time on financial admin. Shine offers a connected solution for invoicing, accounting, payroll, business accounts, payments, and financing, meaning business owners can focus their energy on growing a healthy business, not held back by manual admin.

Part of something bigger
Today we're part of Cegid, a European leader in cloud software for finance and accounting. Together we're building Europe's leading financial copilot for small businesses and their accountants.
Shine already supports more than 400,000 small businesses. As part of Cegid, we now reach over one million small businesses and 15,000 accountants across Europe.
We're a multicultural team working from France, Germany, Denmark and the Netherlands, contributing to a wider European network that spans Spain, Portugal and Belgium.

Your hiring experience matters
Just as we respect our customers' time, we respect yours. Your experience with Shine and Cegid should feel simple, transparent and genuinely supportive.
If this sounds like somewhere you want to grow, we'd love to hear from you.

The Customer Service at Shine

Transforming our customers' 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:

• Stéphanie, our Head of Customer Support, driving impactful projects and supporting seven talented Customer Support Team Leads
• Seven teams, each led by a CS Team Lead, including your future manager Damien, 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 Shine.

Your Role as Customer Support Specialist - Payroll - EBP (France)

Your goal? To assist our customers in managing their business through our payroll solution, and simplify their financial and administrative tasks so they can focus on running their business.

You will be responsible for:

• Providing the most comprehensive and high-quality responses to entrepreneurs and business owners contacting us via email, chat or phone
• Supporting customers in their daily use of our payroll software
• Investigating and resolving complex cases related to payroll requests
• Prioritizing requests and choosing the most appropriate channel (email, chat or phone) to understand and solve each customer's situation
• 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.) and its partners to handle specific situations

Job based in Paris with a requirement of 5 days per week on-site.

About you

• You have prior experience in a customer support role, ideally in a SaaS company
• You have hands-on experience with payroll, and you are able to understand, investigate and resolve issues related to this area (mandatory)
• You have already worked with a payroll software, ideally EBP Open Line or similar solutions (e.g. Cegid, Sage, Pennylane, Silae, Quadratus)
• You have an excellent command of French, both written and spoken, with clear and structured communication, and you have initial experience in a digital customer service role with a strong phone presence or in a call center
• 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, Genesys, Aircall, or similar,
• French is your native language or you speak and write it fluently, and you have at least a professional level of English, both written and spoken (mandatory)
• You can be on-site in our centrally located Paris office 5 days per week

Our recruitment process

1. 30' call with Talent Acquisition

2. 45' interview with Hiring Manager

3. 60' business case presentation to highlight your skills and give you a hands-on feel for the role

4. A team introduction, followed by a soft skills interview based on personality assessments to see how we can best support your growth at Shine

What we offer

• Impact: This team is foundational to ensuring multiple aspects of Shine's business is operating as the best on the market.
• Ownership: Join a team and help shape its mission just as it's getting started, with support from experienced leaders.
• Innovation: Work in a dynamic, ambitious environment with space to grow and try our ideas and approaches
• Mission-driven: Likes our mission to help entrepreneurs succeed by giving them better, smarter banking and administrative tools.

Equal Opportunity Employer

We follow the principle of equal treatment to consider all job applicants and do not discriminate based on their gender, sexual orientation, color, racial or ethnic origin, religion, disability, etc. as per applicable law.

Department Revenue Role Customer Service Locations Paris