ppE-commerce is booming — but independent brands still struggle to match the seamless logistics of giants like Amazon. At bBigblue /b, we’re on a mission to change that. /p pWe help brands by democratizing best-in-class operations: scaling faster while delivering a five-star customer experience. /p pSince 2018, we’ve built a tech-driven logistics platform powering b500+ brands /b— from fast-growing DTC players to integral names like bMUJI, Aigle, Scuffers and Cabaïa /b. With 110+ employees across bParis, Madrid, and London /b, our proprietary WMS (Warehouse Management System) Atlas, and a network of 7 warehouses across Europe, we’re solving logistics challenges that others haven’t dared to tackle — making fulfillmentb faster, smarter, and greener. /b /p pBacked by b$20+M in funding /band trusted by the next generation of e-commerce leaders, we’re scaling rapidly — bfrom 10 million orders in 2024 /b toward ambitious enterprise expansion. The journey ahead is bold, and we’re looking for the right partner to help us lead the way. /p h3About the role /h3 pLocation: Madrid /p pAs a Customer Care Manager, you will take the lead of the Customer Care team in Spain in order to monitor the workload, the performance and to improve continuously processes. You will also be in direct contact with merchants for escalations and some tickets, and be in the heart of our operations to support our growth. Finally, you will contribute to the improvement of the app through your daily interactions with the Operations and Product teams. /p pThis job opening is intended to help structure the Care team in Spain. You will report directly to the Spain Merchant Team Lead.



/p h3Manage coach the Customer Care team /h3 ul liLead the Spanish Care team on a daily basis to drive performance /li liEnsure 1to1, performance reviews and other meetings with the Spanish Care Team /li liEnsure tickets review with the Spanish Care team /li liProvide coaching and support to the team when needed /li /ul h3Be the engine of the team performance /h3 ul liMonitor and analyze KPIs (CSAT, average reply time, average number of replies) to ensure quality /li liGuarantee high responsiveness and service quality for tickets to thrive for excellence /li liParticipate to tickets handling with the team and merchants calls (around 20% of your time) /li liBe responsible for escalations from our merchants via calls and meetings /li liCreate Ad hoc strategic planning with merchants without an Account Manager /li /ul h3Lead the excellence of Care processes in Spain /h3 ul liImplement and update structured workflows / processes to manage Care requests efficiently /li liEnsure streamlined communication with merchants in Care remit /li liAlign with the Account Management team to ensure a seamless experience for merchants.



/li liWork closely with operations product teams to ensure merchant feedback leads to meaningful improvements /li /ul h3Requirements /h3 ul li3+ years of experience in a client-facing role and 1+ year managing a team. /li liExceptional organizational time management skills. /li liDemonstrated ability to work in a team. /li liStrong stakeholder management capabilities. /li liAnalytical mindset. /li liBe 100% in line with the Bigblue values. /li /ul h3Benefits /h3 pbHigh impact role: /b Be at the center of our growth journey and help shape the team that will power Bigblue’s future. /p pbFounders-led company /b with an innovative, caring culture. /p pbFast-growing scale-up: /b Join a well-funded, early-stage company where your work will have immediate and visible results. /p pbInternational environment: /b Work across Paris, Madrid, London, and our European warehouse network. /p p110€ per month for brestaurants and delivery /b. 15€ per month for bpublic transport /b. /p pbMacBook /b or any setup you need — your choice of equipment to do your best work. /p p100% bhealth insurance coverage /b with Benefiz. /p pRegardless of sex, gender identity, sexual orientation, race, color, religion, origin, disability, age… At Bigblue, we create equal opportunities for all and make our culture as inclusive as possible. Because we believe that challenging assumptions and embracing diversity in experiences and backgrounds is what makes us stronger. /p pBecause what we value first and foremost are curiosity and growth-driven minds. So, regardless of who you are and how many 'boxes' you tick on the job description, if you have the energy and passion to help shape Bigblue’s entrepreneurial adventure, /p /p #J-18808-Ljbffr

📌 Customer care manager (Madrid)
🏢 Bigblue
📍 Madrid