Ops Director - Customer Service

PayFit is hiring!


PayFit simplifies payroll management and HR processes for companies. 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 on what really matters: their employees. With PayFit, employees have a dedicated access to their payslips and are able to efficiently manage their leave and expense requests.

Their mission is to support the digital transformation of HR management through a reliable SaaS solution providing a unique experience for their users.

With a strong presence in France since 2015, they have been quickly growing in Germany, Spain, the UK and are soon to launch in Italy. They are trusted by more than 3,500 clients including companies such as Big Mamma, MinuteBuzz and Sellsy. Over 500 PayFiters have already joined the adventure and they have raised €95 million to continue their development.

Job Description

Who are we? 🚀

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 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 5000 companies such as Revolut, Big Mamma, Qonto or Back Market to name a few already trust us. Over 500 PayFiters have already joined the adventure and we have raised 95M€ to keep growing.

Your role: Lead Customer Service Operations to provide customer with an amazing experience 💡

You are leading PayFit’s Customer Operations. This means managing the business plan for the department : people, operational KPI and gross margin. But also piloting and concretely doing projects with your team to transform and optimise our service for our customers.
Moreover, you and your team are in charge of piloting and helping payfit to transform the customer experience through its online platform, its content, its communication and associated channels and of course a standard quality of service.
Your best partner is the Head of Customer Service who is in charge of the service as a whole. As a strategic and tactical partner, you spend time together ensuring the business runs, and building what it will look like tomorrow.
Your team is rich with fantastic individuals that you empower to achieve this mission. You are part of the Global Operations department running growth, customer, business planning and Payfit’s business platform.
In your position you contribute to building our business strategy and running it while ensuring business is running on a daily basis. You are in a unique position to contribute to the Customer Service future in all its aspects.

Your missions ⭐️

• Pilot CS Operation roadmap, business plan and delivery of the initiatives in short and mid term
• Manage a team of highly talented and diverse people with excellence and care (10+ talents)
• Lead, mentor and grow a talented team with already experienced managers within
• Manage and deliver our Customer Business Plan
• Manage and transform the CS department processes optimising internal productivity and delivering an efficient service to our customers
• Develop our customers experience through the customer platform, with service quality, great content, training and communication
• Provide department with data, analytics and the right metrics to take the right decisions whilst piloting the business on daily basis
• Help our Expansion team grow the business and the relation with our existing customers from our customer base
• Own and deliver key projects yourself for the business when necessary as an entrepreneur
• Partner with the Head of CS France to deliver concretely his vision of CS everyday
• Work directly with the Head of Operations to build direction, long term vision and innovation as well as clarifying short term uncertainty appearing in a business in hypergrowth as expected.
• Be a facilitator to the organisation, federating internal teams and stakeholder around the common goal : Payfit growth, Customer satisfaction and PayFiter fulfilment

Preferred Experience

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

•you have 5+ years experience as leader in operations, management, customer service, analytics, project management,
•you have a combined vision joining client centricity and service efficiency
•you are highly analytical and methodical
•you have prove yourself as an excellent analyst previously in your career
• you wake up daily thinking customers and how can we transform, perfect and maximise their experience
•you are skilled on program and project management
•you are adaptive and can simplify complexity
•you can manage and lead teams with several layers of management
•you are passionate about leading a team and creating a positive work environment,
•Any previous experiences in hypergrowth start-up is a great plus

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 strong interpersonal and communication skills,
•you want to learn, improve and gain responsibility but keep your feet on the ground with humility.

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),
•a Work From Anywhere policy,
•a gym inside the office and Gymlib subscription with preferential rate,
•regular team and global events,
•restaurant tickets,
•4 weeks of partner 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!

Recruitment Process

Recruitment process ⚙️

1️⃣ Interview with Guillaume (Head of Operations)
2️⃣ Interviews with Quentin (Director of Customer Care), Ines (Head of Product 🇫🇷) and Benoit (Manager of Customer Experience)
3️⃣ Business case with Dimitri (Head of Customer Service 🇫🇷) and Guillaume
4️⃣ Team vision and strategy with Josselin, Alexandre, Benoit (Managers of operations) and Guillaume
5️⃣ Interview with Mathieu (Country Manager 🇫🇷) and Nicolas (CFO) + meet the team in “BBQ test”

Want to know more about our epic team? 👀


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 have done and what you want to do. We will be more than happy to meet you!

Additional Information

  • Contract Type: Full-Time
  • Start Date: 01 July 2021
  • Location: Paris, France (75017)
  • Experience: > 5 years
  • Possible partial remote