Customer Care Manager 🚀

PayFit recrute !

À propos

PayFit digitizes and simplifies payroll management and HR processes for companies. Fast, intuitive and automated, the SaaS solution allows employers to easily manage payroll on its own without any specific knowledge in payroll and save valuable time and money. Employees have access to a dedicated online space for payslips, leave requests, expense report entry and HR data.

Their mission is to support the digital transformation of business’s human resources through a reliable SaaS solution providing a unique experience to its users. They’re starting our expansion beyond France into Spain, Germany and the UK.

So far, 2500 companies trust PayFit such as Big Mamma, Heetch, Nestor and Gameloft. To accelerate their development, they raised €20 million in funding. They have offices located in Paris, Berlin and Barcelona. They are now a team of more than 200 passionate PayFiters!

Descriptif du poste

PayFit simplifies payroll management and HR processes for SMBs. We have built a fast, intuitive and automated SaaS solution to help business owners and HR professionals save time and money allowing them to refocus and what really matters: their employees. Through PayFit, employees have a dedicated access for their payslips and are able to manage efficiently their leave and expense requests. To build such a solution, we have created our own programming language: JetLang. Thanks to JetLang we were able to code Labour Code and collective agreements, and today we continue to add new features.

We have set ourselves a mission to support the digital transformation of HR management through our ever growing range of product features and services. We have a strong presence in France since 2015 and have been quickly growing in Germany, Spain and the UK. More than 3000 companies such as Big Mamma, MinuteBuzz or Sellsy to name a few already trust us. Over 300 PayFiters have already joined the adventure and we have raised 95M€ to keep growing.

*Your role: increase satisfaction by developing the best possible customer relationship 💡
*

  • Be the first entry point for customer requests
  • Train clients on product needs and payroll questions; help them and also educate them
  • Build short and long term relationships with customers to retain them and limit churn

Your main KPIs will be:

  • how genuinely well you answer to your clients,
  • how fast you manage to solve concrete customer issues, reduce your request ratio per client by educating them and avoid repeating yourself.

You will also:

  • Be trained on PayFit amazing product and on payroll topics
  • Work with our Marketing and Scaled Engagement Teams to proactively improve our product and our self-support platforms
  • Work in coordination with the Senior Payroll Experts and the Tech team to deliver outstanding service to our customers
  • Work closely with the Product and Tech Teams to share the clients' feedback : you are the customer’s voice!

Your missions ⭐

One of PayFit most challenging goals is to keep our Customers Super Happy.

As a Customer Care Manager, your role is to always keep in mind this target. In other words, you will become a PayFit expert and be the reflection of the best service we can give to our clients.

You wil be part of the Customer Success Department, you will manage and advise a portfolio of customers and be their PayFit point of contact. As such, you will:

  • respond to and/or escalate their product and payroll related enquiries,
  • ensure they know how to use the PayFit platform and help them become product experts themselves,
  • assist them on an everyday basis so that they follow the best practices,
  • build trust by ensuring quick response times to incoming enquiries and calling them regularly.

As their trusted contact you will have a direct impact on our customer satisfaction, product adoption and customer lifetime value.

Profil recherché

This job has been tailored for you if... 🦄

  • You have a first significant experience in a customer facing role. SaaS a benefit
  • Strong empathy skill, real desire to help customers
  • You have excellent verbal and written communication skills in French (native) and a good level in English
  • You are a problem solver and rigorous
  • You are organized with excellent coordination skills
  • You are eager to learn about new subjects and you are not afraid of « PAYROLL » 😀
  • You are crazy about solutions and applications, detail-oriented and customer centric with a real ability to understand needs of HR population
  • You’re a product lover- Experience in B2B SaaS company is a big +
  • We are looking for team players, passionate and innovative people, who want to build a big success story with us!

We are meant to work together if... 👪

• you are a real team player who want to build a big success story with us,
• you speak both french and english fluently and you want to work in an international and dynamic environment,
• you have a strong interpersonal and communication skills,
• you want to learn, improve and gain responsibility.

What we offer ❤️

• an amazing working environment, designed for kindness and blossoming,
• an attractive remuneration package,
• an international and dynamic team with the opportunity to visit our different offices (Paris, Berlin, Barcelona, London),
• remote friendly policy,
• a gym inside the office and Gymlib subscription with preferential rate,
• regular team and global events,
• restaurant tickets,
• 4 weeks of paternity leave (fully covered) and 20 weeks of maternity leave (fully covered),
• Alan insurance (60% covered by PayFit),
• great coffee, fruits, snacks, foosball, MPG Teams or even team yoga classes,
• MacBooks are our standard, but we'll provide whatever equipment you need to help you get your job done!

Process de recrutement

1️⃣ Applicant initial validation: added value, key achievements, motivations, job match
2️⃣ Phone interview with a Customer Care Squad Leader or the Head of Customer Success
3️⃣ On-site meetings, for about 2 hours in our office with team-members
4️⃣ BBQ test to share a drink with the entire PayFit team (no sausage, no test 🙈)

Want to know more about our epic team? 👀

🔗 https://www.youtube.com/watch?v=b0uqNUw2JIk
We are looking for passionate and innovative people who want to build the next big success story with us! Do you describe yourself with these words? Do you want to join an incredible adventure?
Tell us who you are, what you’ve done and what you want to do. We’ll be more than happy to meet you :)

Informations complémentaires

  • Type de contrat : CDI
  • Lieu : Paris, France (75017)
  • Niveau d'études : Bac +5 / Master