Customer Care Squad Leader

PayFit recrute !

À propos

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 3500 companies such as Big Mamma, MinuteBuzz or Sellsy to name a few already trust us. Over 500 PayFiters have already joined the adventure and we have raised 95M€ to keep growing.

Descriptif du poste

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

• you will be trained on PayFit amazing product and on payroll topics,
• work with our Marketing and Growth Engagement Teams to proactively improve our product and our self-support platforms,
• work in coordination with the Internal Payroll Specialists and the Tech team to deliver outstanding service to our customers,
• work closely with the Product Team 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 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 5 to 7 Customer Care Managers, 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 and low ticket backlogs
➡️ ensuring your squad members act proactively with their clients = call them, know them, get them satisfied
➡️ 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.

Profil recherché

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

• 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,
• you've strong empathy skill, a 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 +,
• you're a real team player, 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),
• Henner 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
4️⃣BBQ 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
  • Expérience : > 5 ans