Program Manager, Customer Channels & Platforms (M/F/N)

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, 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.

Job Description

Opportunity 💡

​​As a Program Manager in the Customer Experience team, you will be part of the high-impact Global Ops team at PayFit. Your mission is to continuously improve the customer experience across our service channels & platforms. Through this role you will be highly exposed and will work together with all key functions at PayFit. This job is a great mix of strategic thinking and operational rollout and you will be able to see the impact of what you are working on.

Your role ⭐️

With your projects, you will ensure that Payfit delivers a best-in-class experience to its customers!

1/ Drive the operations and continuous improvement of customer-facing channels & platforms (e.g. PayFit Support platform, Chatbot, PayFit Academy & others):

  • Understand our customers' current experience and their needs for support
  • Drive the discovery on strategic service priorities
  • Co-design with cross-functional stakeholders the future customers' interaction experience
  • Scope, coordinate & roll-out continuous improvements
  • Analyse the usage and impact of existing and new experiences
  • Ensure smooth operation of existing customer platforms by being the point of contact of all customer-facing self-service platforms

2/ Participate in the design and development of new Customer Service Experiences

  • As the program manager for Customer Channels & Platforms, you will be a valuable team member for all projects impacting the customer experience with PayFit services

Preferred Experience

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

It calls for a combination of analytical mindset, project management, self starting mode and strong ownership, and more specifically:

  • experience with designing, implementing and managing customer channels or platforms (e.g. Client/Help Center, CRM, CMS, Chat(bot)s),
  • strong project management skills with proven track record,
  • obsession with customer experience, ideally in B2B SaaS environment,
  • data-driven, you have strong analytical skills and ability to use analytical tools (e.g. Google Analytics, Looker, Hotjar) to run custom data analysis to follow-up initiatives impact,
  • strong communication skills and ability to develop and sustain relationship with stakeholder from any hierarchical level, skills and geography,
  • you are proactive and resilient with a problem-solving mindset,
    • desire to join a fast-growing and intense journey.

We are meant to work together if... 👪

  • you are a real team player who wants 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.

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 you want to work in one of our five countries (France, United Kingdom, Germany, Spain and Italy)
• 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!

Recruitment Process

Hiring process ⚙️

1️⃣ Applicant initial validation: added value, key achievements, motivations, job match
2️⃣ Screening interview with Talent Team
3️⃣ Meeting with Simona (CS Experience Program Lead) or Benoit (CS Experience Lead)
4️⃣ Case Study
5️⃣ Meeting with Dimitri (Head of Customer Service) or Guillaume (Head of Growth and Customer Operations)
6️⃣ BBQ test to share drinks and mingle with the PayFit team (no sausage, no test )
Background check to verify (ISO27001 certification): identity, diploma and past professional experiences

Additional Information

  • Contract Type: Full-Time
  • Location: Paris, France (75017)
  • Possible full remote