Customer Operations • Lead

Who you are

You have extensive experience in customer operations, ideally within the e-commerce sector, where you've successfully managed teams focused on customer satisfaction and retention. Your bilingual skills in English and Spanish enable you to communicate effectively with a diverse merchant base, ensuring that all clients feel valued and understood. You thrive in execution-driven environments, where your ability to analyze data and turn complexity into clear priorities is essential for success. You are not just a coordinator; you are deeply involved in the day-to-day realities of customer interactions, ready to jump into conversations and tackle challenges head-on.

You possess strong leadership qualities, having previously led teams in Account Management, Onboarding, or Customer Care. Your approach is hands-on, and you enjoy mentoring your team to achieve high performance. You understand the importance of a seamless customer journey and are committed to driving improvements that enhance the overall experience. Your analytical mindset allows you to assess customer feedback and operational metrics, translating insights into actionable strategies that foster growth and retention.

What you'll do

As the Head of Customers at Bigblue, you will take ownership of the entire merchant journey in Spain, ensuring that every touchpoint from onboarding to retention is optimized for success. You will lead and mentor teams responsible for Account Management, Onboarding, and Customer Care, instilling a culture of excellence and accountability. Your role will involve analyzing customer data to identify trends and areas for improvement, allowing you to implement strategies that enhance merchant satisfaction and drive profitability.

You will engage directly with merchants, understanding their needs and challenges, and ensuring that your teams are equipped to provide exceptional support. Your ability to challenge teams and foster a collaborative environment will be crucial as you work to streamline operations and improve service delivery. You will also be responsible for setting clear goals and performance metrics for your teams, ensuring alignment with Bigblue's strategic objectives.

What we offer

At Bigblue, you will be part of a dynamic team that is reshaping the logistics landscape for independent brands. We offer a full-time position with competitive compensation and the opportunity to make a significant impact in a rapidly growing company. You will work in a collaborative environment where your contributions are valued, and you will have the chance to lead initiatives that drive customer success and operational excellence. Join us on our mission to democratize logistics and support the next generation of e-commerce leaders.