Customer Care & Success Director, Very Small & Small Business 🇫🇷 (S/H/T)

PayFit is hiring!

About

PayFit simplifies payroll management and HR processes for SMBs. PayFit is an automated SaaS solution to help business owners and HR professionals save time and money allowing them to refocus on what really matters: their employees.

Since 2015, they have set themselves a mission to support the digital transformation of HR management through their ever growing range of product features and services. They have a strong presence in France and have been quickly growing in Germany, Spain, the UK and Italy. With 5,000 customers in 5 countries, they are one of the fastest-growing SaaS companies in Europe.

Today, they are more than 650 employees at PayFit and they all share four core values:

  • Care for each other
  • Always stay humble
  • Strive for excellence
  • Live and work with passion

They are committed to a culture of inclusion and an environment that enables fulfillment in freedom & responsibility.

You want to join them? This video is better than a long description…

Job Description

Who are we ? 🚀

PayFit simplifies payroll management and HR processes for SMBs. PayFit is an automated SaaS solution to help business owners and HR professionals save time and money allowing them to refocus on what really matters: their employees.
Since 2015, 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 and have been quickly growing in Germany, Spain, the UK and Italy. With 5,000 customers in 5 countries, we are one of the fastest-growing SaaS companies in Europe.

Today, we are more than 650 employees at PayFit and we all share four core values:

  • Care for each other
  • Always stay humble
  • Strive for excellence
  • Live and work with passion

We are committed to a culture of inclusion and an environment that enables fulfillment in freedom & responsibility.

The opportunity 🔭

We are looking for a great leader to join our Customer Service team as a Customer Care & Success Director for our Very Small & Small Business customer segments.

The Customer Care & Success Director is an integral part of the PayFit Customer Service 🇫🇷 team and will directly impact and grow PayFit’s customer portfolio. You will be reporting to the Head of the Customer Service department.

You will lead our Customer Care organisation that provides our first level of customer support for all customers thanks to two teams of 7 customer care representatives. You will also manage our Customer Success teams for all Very Small & Small Business clients currently organized in three squads of 5 Customer Success managers. Our Customer Success delivery model for VSB/SB clients focuses mainly on efficiency & reactivity.

Your missions ⭐️

  • Set the overall vision and strategic plan for the Customer Care organization, focusing on scaling the support system for our clients, through process optimization, performance management, service delivery improvement and other opportunities such as outsourcing.

  • Develop & execute a strategy to improve the way we interact with our VSB/SB clients in an efficient, qualitative & scalable way maintaining a high level of customer satisfaction. To do so, collaborate closely with internal CS operations teams to scale initiatives related to internal content, quality processes & standards and service delivery.

  • Drive customer outcomes, product adoption and customer experience for the segments your team is leading. Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores. Maintain churn to minimum and support new business growth. Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate.

  • Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement. Design, scope & scale the services/processes that will appeal to your clients and lead to improved customer loyalty.

  • Build and lead world-class team of client centric Customer Care & Customer Success managers. Deliver transformational leadership so that team is highly motivated and engaged. Design a rewarding performance focused organisation and drive operational practices to track performance of teams and individuals.

  • Work closely with the Sales and Expansion teams to align on strategies, processes, operations regarding upsell opportunities. Collaborate continuously with Product to identify & act on product improvement opportunities.

Preferred Experience

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

  • You have previous strong experience(s) (5 years minimum), scaling high-volume customer support teams and implementing highly efficient processes & tools to improve operational excellence.

  • You possess a customer-obsessed mindset putting customer experience first in every action you take. You enjoy implementing performance systems and processes to enable your teams to focus on what is important for customers at scale.

  • You are a passionate leader continuously engaging, coaching, training and developing your team. You are aware that their well-being is the foundation of your success.

  • You are a strategic, self-driven thinker who can develop/implement strategies and processes for all stages of the customer life cycle and skilled at driving continued process improvements.

  • You have the ability to shape and implement processes at scale.

  • You have an analytical mindset capable to visualise key metrics for an informed decision making and drive actionable next steps to ensure long term customer satisfaction.

  • You can work independently as well as leveraging full team and cross functional resources to ensure successful customer experiences at each stage.

  • You are a strong relationship builder with a focus on aligning and collaborating with key team members including but not limited to - Country Manager, Sales/Marketing/Product teams– to drive an integrated, consistent customer-centric approach.

What we offer 🚀

  • An international and dynamic team with the opportunity to visit our different offices (Paris, Berlin, Barcelona, London, Milan)
  • A work from anywhere policy to allow you flexibility in regards to where and when you want to work
  • 150 euros equipment budget to comfortably work from home
  • A gym at our Paris office and a Gymlib membership with preferential rates
  • Restaurant tickets card (Swile)
  • 20 weeks of maternity leave supported by PayFit and 4 weeks of partner leave (Signed the Parental Act) and
  • Health insurance (supported to 60% by PayFit)
  • One day per year dedicated to volunteer for an association
  • A fulfilling and inclusive workplace, offering equal opportunities for any minority, disability, gender identity and sexual orientation. => Don’t forget: everyone fits at PayFit!

Additional Information

  • Contract Type: Full-Time
  • Start Date: 03 January 2022
  • Location: Paris, France (75017)
  • Education Level: Bachelor's Degree
  • Experience: > 4 years
  • Possible partial remote