At Shipup, our mission is to create a seamless, proactive, and branded post-purchase experience for online retailers.

If you have ever bought online, you know that waiting for your delivery to arrive can be extremely frustrating. There is little to no communication on where your package is and if it is delayed are given no information that your issue will be resolved. Think of the last time you had a bad delivery experience when ordering from a company, how likely are you to buy from them again?

For online retailers, a poor post-purchase experience is a costly nightmare: it drags down customer satisfaction, online reputation, and repeats purchases while increasing the volume of complaints for customer support.

Shipup is a SaaS company that tracks in real-time, the orders and deliveries of online retailers in order to create a seamless, branded, and reassuring post-purchase experience (proactive and live notifications, customized tracking pages, customer surveys at delivery…). Thanks to Shipup, ordering online is less stressful. Online shoppers are more satisfied and go from one-time buyers to lifelong customers.

The company has been created at the end of 2016 by 3 Cofounders who used to work for Rocket Internet, Casper, and Dashlane.

Shipup works with more than 400 brands in Europe and North America, some of which are very successful DTC and digital-native brands (Purple Carrot, Nation Photo Labs, SSENSE, Peak Design, Na-Kd …) while others are large Enterprise accounts (Carrefour, Yves Rocher, Morrocan Oil…).

We are now a team of 50 people and growing fast! Our ambition is to become the leader in the eCommerce post-purchase experience.

Our values

✊ Ownership

We choose to be here and to do what we do. We are responsible for our objectives and for the output of our work.

💡 Initiative

Taking action without direction from above to improve our knowledge and come up with solutions to problems. Initiative is a key reason for success, and places an obligation not to stifle it.

👨‍👦 Empowerment

We encourage those below us to take action and support them if they make mistakes. We explain what we want accomplished and allow flexibility in how it is accomplished.

🧸 Caring

Being concerned about our co workers, our customers and the customers of our customers.

🏋️‍ Ambition

Always seeing bigger and having a strong desire and determination to succeed.

Your role

Shipup is looking for its very first Customer Care Manager to play an essential role in creating the customer experience. You will be the voice of Shipup by providing support and one of the pillars of our customer satisfaction.

Our operations articulate around 3 core teams:

• Onboarding Management in charge of the project management, technical implementation, and the training of our customers
• Customer Success where we address the support with expertise and proactivity
• And Customer Care - currently managed by the CSM.

Our team:

• Ségolène - VP Customer Experience
• Hanna - Onboarding Manager
• Brianna - Customer Success Manager
• Léa - Customer Success Manager
• Ines - Customer Success Manager
• Laura - Customer Success Manager
• Mayeul - Customer Success Manager (Work-study)
• Jade - Customer Experience Manager

Your missions

🗓 Day-to-day

• Provide assistance to our customers and address the issues without delay;
• Ensure level 1 and forward level 2 to the concerned teams;
• Identify the repetitive bottlenecks that customers encounter to solve them in the most effective manner;
• Be the team referent for unblocking operational issues;
• Be the primary point of contact for escalations.

🛠 Projects and strategic projects

• Stay up-to-date on product development and the latest releases;
• Design, calculate and challenge team KPIs;
• Be the voice of our customers and collaborate with your peers of the Product Team to make the product as reliable, bug-free, and fast as possible
• Challenge and set up internal processes to better respond to customer requests (monitoring, dashboards, make feedback to Tech and Product teams, etc.)
• Contribute to the development of a rich knowledge base including help center articles, etc.
• Recruit and onboard new members in order to support the volume growth if needed

What do we offer?

• Join us at a magical time: Shipup’s been exponentially growing in the past few months. ✨
• An international team where everyone cares for one another.
• In 3 years, you will be able to say: “I was there when it was only 50 of us”.
• Stylish office located in the heart of Paris (75010, 🚉 Poissonière).
• Lots of perks: Navigo pass for transportation, lunches, dinners, drinks, parties… 😎
• Insane off-sites (Sicily, Marrakech, Corsica, Cap Ferret, Val d’Isere…)

What we're looking for?

• 2+ years of experience in Customer Services or Customer Care field;
• You are fluent in French and in English;
• You are comfortable with a variety of tools, especially a ticketing tool (Zendesk, Intercom, Freshdesk...);
• You have a Customer Care mindset: you love taking care of clients, you are a problem solver and Customer-centric.

Our hiring process

📞30': Screening call with Angélique, Talent Acquisition Manager

🖥 1h: Live Home assignment 

🏠 1h30’ meeting with Ségolène, our VP CS and another CSM

🥗🍻Culture fit

💞 Reference check