For almost 10 years, papernest has successfully assisted over 1.5 million users in alleviating one of life's most tedious tasks: contract management. Our innovative solution empowers customers to seamlessly move, manage, and switch their contracts, all within a unified platform, and best of all, for free. Our services are available across France, Spain and Italy (for the time being !)
In an ever-changing world, we take confident steps, guided by the continuous development of our self-sustaining business model. Our success story is woven around an innovative B2B2C model, forged through strategic partnerships with major players in real estate and banking.
We are dedicated to fostering an exciting and vibrant work environment because that's what brings out the best in us. We believe that business needs to be disruptive and ambitious in order to thrive.
However we're not limited to just being good at business. We are also committed to our social responsibility as we strive to actively contribute to the community we belong to, minimize our environmental impact, and aim to foster a culture of social engagement and consciousness among our co-workers.
At the heart of our philosophy is the commitment to long-term success over short-term convenience. We highly value the contributions of each of our 800+ employees, providing them with ample opportunities for growth and the development of invaluable skills.
As a Customer Care Manager, you will : lead, manage, and enhance the overall performance of the customer care team in order to delivery of premium customer service and support in line with Papernest's standards and values.
Your Key responsibilities :
Customer Experience improvement:Issue resolution: Act as a point of escalation for complex customer issues, ensuring timely and effective resolutionCustomer Feedback analysis: Analyse customer feedback and survey data to identify trends and areas of improvement.Service Personalisation: Develop strategies to personalise customer interactions, enhancing customer satisfaction.
Performance Metrics Analysis: KPI Tracking: Closely monitoring of the customer care key metrics such QoS, SLA and NPS.Data driven strategies: Use performance data to identify areas of improvement and develop strategies to improve the service.
Process Improvement:Workflow optimisation: Continuously assess and optimize customer service workflows to enhance efficiency and quality of service.Technology: Identify and implement technology solutions to streamline customer care processes.Operational Engagement: Hands-on approach, readily engaging in direct customer interactions and operational tasks if required.
Team Management:Team Schedule management: Organize and optimize shift schedules in order to guarantee coverage and quality of service.Recruitment and training: Oversee the hiring and onboarding of new team members. Develop and implement comprehensive training programs for new hires and development for existing team members.Performance reviews: Conduct regular meetings with team members to review performance, set goals and provide feedback.Payplan Management: Set up and regular management of the payplan for team members.
Stakeholder Communication:Cross-department collaboration: Work closely with other departments like production, papernest providers, sales ops etc, to ensure a seamless customer experience.Prepare and present regular reports to senior management, highlighting performance metrics, challenges and achievements.
Quality Assurance:Interaction monitoring: Monitor and evaluate the quality of customer interactions, ensuring adherence to Papernest’s service standards.Implement quality improvement initiatives: Use customer and team member feedback to review and refine customer care strategies.Policy and Procedure Documentation: Regularly update the customer care manuals and procedures to reflect current best practices.
About you :
Proven experience of at least 5 years in a customer care management role, with a track record of creating and implementing premium customer care initiatives.Excellent communication and interpersonal skills in both French and English, Spanish will be an advantage.Strong leadership and team management abilities, with a focus on fostering a culture of premium customer care within the teamAbility to analyse data and extract actionable insights to drive premium customer care strategies.Exceptional problem solving and ability to handle difficult situations while maintaining a focus on providing premium customer care service.Knowledge of customer service software and CRM systemsHands on approach for a deep understanding of day-to-day customer dynamics
What we offer :
By joining papernest you will benefit from a package composed of:
Stock options (BSPCE) Bonus on OKR Sanitas health insurance, covered at 50% by papernest Flexible Remuneration System, allowing you to dedicate a part of your salary to tax free services (restaurants, childcare, transport,...), and thus save money!... and you will be part of a working environment which is :
Flexible thanks to a remote friendly policy (possibility of 2 days of home office per week)Inclusive, everyone has their place at papernest, and with more than 46 different nationalities, it is not uncommon to start a sentence in English et de la finir en Français o en español ¡ Comfortable, with incredible offices and 1500 m2 of terraces and garden, all 5 minutes from the beach, perfect for sunny lunches 🌞Team oriented with regular events and team buildings Exciting and challenging, where you will find the necessary resources to develop your career thanks to our internal mobility policyTasty : free breakfast every Tuesday!
Hiring process :
First qualification call with a member of the TA teamAn interview with Carolina Peitx (VP Customer Care & Operations Support), your future managerPresent a business case to Olivier Howaizi (COO Operations), Damien Theis (Chief papernest Providers) and Carolina Peitx (VP Customer Care & Operations Support) If this is your challenge, don't miss it! We look forward to meeting you, no matter your gender, race, age, religion, disability, or sexual orientation. Our selection processes and workplace are inclusive and adapted for everyone.
Ladies, we strongly encourage you to apply! Even if you feel that you do not meet all the criteria mentioned in this offer, please note that they are only indicative. Your application will be considered with great interest. Parity and diversity are an asset for our teams!
