Customer Support Specialist - Payroll - EBP - French speaker

About the Position

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.

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.

Responsibilities

As a Customer Support Specialist, you will play a key role in shaping the customer service of tomorrow. Your goal is 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.

• 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

Requirements

• Prior experience in a customer support role, ideally in a SaaS company
• Hands-on experience with payroll, and the ability to understand, investigate, and resolve issues related to this area (mandatory)
• Experience with a payroll software, ideally EBP Open Line or similar solutions (e.g., Cegid, Sage, Pennylane, Silae, Quadratus)
• Excellent command of French, both written and spoken, with clear and structured communication
• Initial experience in a digital customer service role with a strong phone presence or in a call center
• Empathy and the ability to put yourself in your customers’ shoes: customer satisfaction is a top priority for you
• Proficiency 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)
• Ability to be on-site in our centrally located Paris office 5 days per week

Nice to Have

• Experience in a mission-driven organization
• Familiarity with financial and administrative tools for small businesses

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: Like 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.

About the Company

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.