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.