Onboarding Team Lead

As Amazon is pouring billions into its e-commerce infrastructure, independent brands are struggling to offer the same level of trust and experience to their customers. They're now faced with a difficult choice: hop onto the Amazon train or lose customers every day. Bigblue helps independent brands fight back. Together with companies like Stripe and Shopify, we're arming the direct-to-consumer rebellion. Shopify powers their e-shop, Stripe makes payment trivial, and we, Bigblue store and deliver their products around the world.

Founded in 2018, we have raised $18M, and we are now more than 90 employees working from our offices in Paris, Madrid, London, and remotely.

About the role 🚀

Location: Paris 9th, France

We are seeking a highly motivated and experienced Customer Onboarding Team Lead to join our dynamic tech-logistics company.

As the Customer Onboarding Team Lead, you will manage a team of four individuals who require extensive coaching and support. You will handle escalations, drive process improvements, develop and implement upsell strategies, and serve as the primary commercial point of contact for key merchants. Mostly, you will be in charge to structure the team in order to scale up.

Missions:

1/ Coach & structure the team to scale up

Team management and coaching

- You lead, mentor, and support a team of four (and more in the future) Customer Onboarding Managers .

- You are a leading expert on our product and processes, making sure all knowledge is infused in the team

- You are the representative on the onboarding processes within Bigblue and make sure that those processes are respected within all our geographies & warehouse (FR, UK, ES)

- You provide close coaching, training, and performance feedback to ensure team development and success.

- You foster a positive and collaborative team environment that encourages continuous improvement and high performance.

Continuously upgrade Bigblue onboarding

- You champion the needs of our merchants internally to consistently improve the onboarding experience.

- You track and report onboarding performance using appropriate metrics.

- You take a critical look at internal processes and provide regular improvements. .

- You build new onboarding framework to be able to onboarding larger & more complex merchants

Be the voice of onboardings to other teams

- You are collect feedback on merchant onboarding experience and sharing it with the other teams to drive improvement

- You collaborate closely with the Sales team to ensure seamless handovers from sales to ops

- You collaborate closely with the Product team to:

- frame GTM of new features for onboarding merchants

- structure and prioritize product feedbacks related to the onboarding experience

- frame the development of new features for incoming large merchants

2/ Be the face of Bigblue to our onboarding merchants

Merchant relationship management:

- You serve as the primary point of contact for key merchants during the onboarding phase.

- You build and maintain strong relationships with merchants to ensure a seamless onboarding experience, ensuring a long term successful partnership with Bigblue

- You address merchant needs, concerns, and feedback to enhance overall satisfaction.

Successfully handle escalation, avoiding churn and increasing success

- You act as the primary escalation point for onboarding.

- You collaborate with internal departments to resolve escalations promptly and efficiently.

- You develop and maintain escalation protocols to enhance customer satisfaction & churn avoidance

3/ Develop commercial strategies

- You lead the team in identifying upsell opportunities during the onboarding process.

- You analyse product adoption and implement strategies to increase our service usage

- You develop and implement strategies to enhance customer value through additional services and solutions.

- You collaborate with the sales and product teams to drive revenue growth through successful upselling.

Requirements 🙌

• Strong leadership and team management skills, with a demonstrated ability to coach and develop team members.
• Exceptional organizational & time management skills
• Excellent problem-solving and conflict resolution abilities.
• Experience in process improvement and project management.
• Fluent in 🇫🇷 and 🇬🇧
• Analytical mindset
• Quick learner — you are able to assimilate huge amounts of information quickly.
• Customer ultra-centricity