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

🛍🛒 If you’ve ever shopped online, you’ve probably already had your patience tested by an order that never seems to come. For online retailers, a bad post-purchase experience is a costly nightmare: it hurts customer satisfaction, online reputation, and repeat purchase rate while inflating the volume of complaints to customer service.

We’re a SAAS company that tracks online retailers’ orders in real-time to make online shopping less stressful. Customers are happier, complain less, and buy again more. We work with more than 500 brands in Europe and North America, including some very successful digital native brands (Purple Carrot, Blissim, SSENSE, A.P.C.). 

Shipup is an early growth startup, predominately based in our Paris HQ, and we are expanding our US team rapidly. Shipup is looking for truly passionate people to help build something great.

Our company culture & 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 to be 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.

Job description

We opened our NYC office a little over a year ago, and now we’re looking for our first US-based CSM to support our American clients and shape the client experience in what will likely become our most important market. The position is based in New York city with two remote days.

We’re looking for a self-starter who’s not afraid to take initiative while working hand-in-hand with our energetic team in Paris. 🤝

Success US-specific missions

• Onboard and train our North American clients
• Ensure the satisfaction of our North American clients
• Refine the US customer journey and touch-points
• Build relationships through virtual and in-person meetings
• Become an expert on our integrations with other tools (Shopify, Klaviyo, Mailchimp, Zendesk, etc.)
• Respond to English support requests

Project Management

• Monitor your clients’ KPIs and success indicators
• Work with the product team to define US clients’ needs
• Partner with the marketing team to create a communication plan (Newsletters, outage messaging, product releases, feature upsell)
• Localize our knowledge base and technical documentation
• Build community between our US clients (hosting events, webinars, etc.)

Meet the CSM team

• Ségolène VP of Customer Experience
• Brianna CSM Team Lead (your manager)
• Léa CSM Team Lead
• Laura CSM Senior
• Ines CSM
• Marine CSM (coming in January)
• Jade Customer Experience Manager
• Camille Onboarding Manager (coming in January)

Meet the NYC team

• Stephen, Sales Manager
• Richard, BDR
• David, BDR
• Isabelle, BDR
• Jose, Account Executive
• Sierra, Account Executive
• Diane, Chief of Staff
• Terence, Co-founder & COO

Why Should You Apply?

You’ll have a strong impact 💪🏼 and will be fully responsible for helping us scale up

• Join us at a magical time: in 3 years, you will be able to say: “I was there when there were only 8 of us in the US”. Your decisions will have a long-term impact.
• 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 to a friend)
• Opportunities to come to Paris, our Headquarters.
• Multicultural mindset
• Stylish office located in Dumbo, in Brooklyn (Rooftop access, large windows with natural light and a view of Brooklyn Bridge from your desk)

Company Benefits and Perks

• 💰 Salary from $85,000 to $90,000
• 🌱 Career-ladder in place to help you grow at Shipup
• ✈ 4 weeks vacation and parental leave
• 🥗🍰🍾 Weekly events: lunches, dinners, drinks, parties…
• 👩‍⚕️ Health coverage
• ⛷Every year we organize amazing company-wide off-sites in Europe & in the US to strengthen our social ties.
• 🙆‍♀️ Our people matter, and work-life balance is important at Shipup

What we're looking for?

• You’ve had a prior experience (1 - 2 years minimum) in a similar client-facing position, preferably at another SAAS company.
• You have a customer-first mindset.
• You have a technical aptitude and are curious when it comes to learning the ins and outs of a product.
• You’re a native English speaker.
• You have cross-cultural competency, and are happy to work with people from across the world.
• You're a fast learner, independent and curious.
• Prior knowledge of the e-commerce industry is a plus.

 Hiring Process

Our hiring process is structured to avoid bias and ensure fair assessment of all our candidates.

☎️ 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

👀 01:15 l Technical interview with Ségolène, VP of Customer Experience & Brianna, CSM Team lead & Hiring manager

To assess your hard skills with technical questions & live use-case

🤝 01:00 l Interview with Brianna, CSM Team lead, and Stephen, US Sales Manager

To understand your motivations & aspirations

😂 Drinks or lunch with the NY team

To ensure that you will be in line with our values and culture and to get to know you better.

Want to ace the interview? Here are some tips:

• Create a free Shipup account here, and get to know the product.
• Think about some past relevant experiences you’ve had. We’re specifically looking for examples of when you took initiative, navigated ambiguity, and managed projects autonomously.
• Use the STAR method.

End notes

If you don’t meet 100% of the qualifications outlined above - that’s okay, nobody’s perfect! We believe in hiring people, not just skills. We encourage you to apply if you think this is a role that would make you excited to come to work every day.

Shipup is an equal opportunity employer and values diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.