Customer Support Specialist - Accounting - French speaker

Shine exists to help freelancers and small business owners reclaim the joy of working for themselves.

Running a business shouldn't mean drowning in financial admin - it should be inspiring and rewarding. Our app brings banking, invoicing, accounting and admin together in one place, so entrepreneurs can focus on what matters most: growing their business and enjoying the freedom of working for themselves.

We're a multicultural team of over 400 people across France, Germany, Denmark and the Netherlands. By bringing together leading European fintechs like Shine, Kontist and Tellow, we've built a single, intuitive platform designed for simplicity, speed and accuracy - backed by local, award-winning support.

Your hiring experience matters

Just as we respect our customers' time, we respect yours. Your experience with Shine should feel simple, transparent and genuinely supportive.

If this sounds like somewhere you want to grow, we'd love to hear from you.

The Customer Service at Shine

Transforming our customers’ administrative experience isn’t just about creating amazing tools. It’s about delivering exceptional service every day. By joining us as a Customer Support Specialist, you'll play a key role in shaping the customer service of tomorrow.

Here’s a quick look at how our team is structured:

• Marcus, our Global Customer Service Director, ensures operational excellence in Europe

• In France: Minh, our Head of Customer Support, driving impactful projects and supporting five talented Customer Support Team Leads

• In France: five teams, each led by a CS Team Lead, including your future manager (Marion, Clémence, Elise, Julie or Edouard), working to deliver tailored solutions to our customers. By joining one of these teams, you’ll become the go-to contact for our customers and directly responsible for their experience with Shine

Your Role as a Customer Support Specialist - Accounting

Your goal? To assist our customers in managing their business through our accounting and payroll solutions , and simplify their financial and administrative tasks so they can focus on running their business.

You will be responsible for:

• 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 accounting and payroll software (bookkeeping, bank reconciliation, VAT, entries, closing, etc.)

• Investigating and resolving complex cases related to accounting and 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

📍 Based in Paris with a requirement of 5 days per week on-site.

About you

• You have prior experience in a customer support role, ideally in a SaaS company

• You have hands-on experience with accounting and/or payroll , and you are able to understand, investigate and resolve issues related to these areas (mandatory)

• You have already worked with an accounting or payroll software , ideally EBP Open Line or similar solutions (e.g. Cegid, Sage, Pennylane, Silae, Quadratus)

• You have an excellent command of French, both written and spoken, with clear and structured communication, and you have initial experience in a digital customer service role with a strong phone presence or in a call center

• You are empathetic and can put yourself in your customers’ shoes: customer satisfaction is a top priority for you

• You thrive in teamwork: you’re not afraid to ask for help or offer support when needed. You’re also open to feedback and self-improvement

• You’re proficient 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)

• You can be on-site in our centrally located Paris office 5 days per week

Our recruitment process

1️⃣ 45' call with Talent Acquisition

2️⃣ 45' interview with Clémence and Stéphanie (CS managers)

3️⃣ A case study with a presentation

4️⃣ A team introduction, followed by a soft skills interview based on personality assessments to see how we can best support your growth at Shine

Feel free to apply in French 🇫🇷

What’s in it for you:

• Full health insurance coverage for you and your kids, plus 4 free AlanMind sessions per year

• Meal vouchers: A Swile card with €9.05 per day for meals at restaurants or grocery shopping

• RTT (Reduced Working Time): In addition to 25 days of paid leave per year, we provide 8 to 10 additional RTT days depending on the calendar year’s public holidays

• Located in Paris, with regular team events and after-work gatherings

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.