Customer Care Squad Leader

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 Squad Lead, your role is to always keep in mind this target. You will become a PayFit expert and be the reflection of the best service we can give to our clients.

You will lead a squad of about** 6 Customer Care Managers** (# of people could of course evolve), each of them being in charge of all incoming enquiries of a portfolio of customers.

As such, you will ensure a continuous improvement of your team's performance and coach them with regards to the following KPIs:

  • maintaining a low level of incoming enquiries by offering exhaustive, didactic and easy to understand responses
  • ensuring a high level of satisfaction of the customers in your squad's portfolio
  • ensuring low ticket resolution times,
  • ensuring low ticket backlogs
  • ensuring a high contribution of your squad to updating our online support resources

As a squad lead, you will also:

  • help your team escalate product or payroll issues internally and with customers
  • be the voice of the customers of your squad and influence the product roadmap
  • be in charge of your team's further training

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

Your role → Increase satisfaction by developing the best possible customer relationship 🚀

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

*What we are looking for : *

  • You have a first significant management experience in a fast-paced, data-driven environment.
  • You are self-motivated, with a natural drive and ability to motivate others
  • You are willing to build a dynamic work environment and strive for the success and wellbeing of your team
  • 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

In return of a great motivated profile, we offer:

  • 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
  • Experience: > 3 years