Customer Care Manager 🚀

PayFit is hiring!

About

PayFit digitizes and simplifies payroll management and HR processes for companies. Fast, intuitive and automated, the software-as-a-service 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.

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

So far, 3000 companies trusted PayFit such as Big Mamma, Heetch, Nestor and Gameloft. To accelerate our development, we raised €20 millions. Our offices are located in Paris, Berlin and Barcelona. We are now a team of 200 passionate PayFiters !

Job Description

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.

  • 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!

Preferred Experience

  • 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

Recruitment Process

  • An amazing working environment, designed for kindness and blossoming
  • An attractive remuneration package
  • A Gym inside the office and several activities
  • Regular team and global events
  • Titres restaurants
  • Great coffee, fruits, snacks, foosball, MPG Teams or even team Yoga Classes…!

Additional Information

  • Contract Type: Full-Time
  • Location: Paris, France (75017)
  • Education Level: Master's Degree