Customer Experience Manager, Papernest
Permanent
Subscription and utility bill management platform
Open for applications
Subscription and utility bill management platform
501-1000 employees
Open for applications
501-1000 employees
Company mission
Papernest's mission is to make contract and utility management simple for everyone.
Role
Who you are
- Proven experience of at least 3/4 years in a customer care management role, with a track record of creating and implementing premium customer care initiatives
- Excellent communication and interpersonal skills in both French and Spanish, English will be a strong advantage
- Strong leadership and team management abilities, with a focus on fostering a culture of premium customer care within the team
- Ability to analyse data and extract actionable insights to drive premium customer care strategies
- Exceptional problem solving and ability to handle difficult situations while maintaining a focus on providing premium customer care service
- Knowledge of customer service software and CRM systems
- Hands on approach for a deep understanding of day-to-day customer dynamics
- We particularly encourage applications from women. Even if you feel that you don’t meet all the criteria outlined in this job posting, please know that every application is valuable
What the job involves
- As a job title, you lead and develop the Customer Experience team to deliver premium service in line with Papernest’s standards, values, and CX strategy
- You will ensure operational excellence, drive performance improvements, and support team leaders in creating a consistently outstanding customer journey
- CX transformation: Implement the CX roadmap at team level by translating business strategy into clear KPIs and action plans
- Customer Feedback analysis: Analyse customer feedback and survey data to identify trends and opportunities for service improvement
- Issue resolution: Act as a point of escalation for complex customer issues, ensuring quick and effective resolution
- Quality monitoring: Perform and evaluate customer interactions using the quality form, ensuring adherence to Papernest’s service standards and achievement of KPIs
- Analysis & Insights: Analyse quality results, identify trends, and surface opportunities for improvement in customer interactions and processes
- Collaboration with Enablement: Partner with Quality, Training and CX team to translate insights into training, coaching, and process enhancements that elevate service quality and customer satisfaction
- Performance Monitoring: Track and report on team-level KPIs to ensure service standards and business objectives are consistently met
- Action: Partner with Team Leaders to implement targeted action plans that drive measurable improvements in service quality and efficiency
- Workflow optimisation: Continuously assess and optimise customer service workflows to enhance efficiency and quality of service
- Technology: Identify and implement technology improvements to streamline customer care processes
- Operational Engagement: Hands-on approach, readily engaging in direct customer interactions and operational tasks if required
- SOPs and templates: Ensure teams maintain up-to-date operational resources (e.g., Notion pages, dashboards, policies) to provide accurate, accessible tools for efficient customer service
- Lead the leaders: coach Team Leaders & Senior Experts, facilitate best practices and upskill
- Team Schedule: Monitor and optimise shift schedules in order to guarantee coverage and quality of service
- Recruitment and training: Execute talent strategy: hiring, succession planning, leadership pipeline
- Performance reviews: Conduct weekly meetings with team leaders to review performance, set goals and provide feedback
- Payplan Management: Management of the payplan for team members
- Lead cultural change towards customer-centricity; shape the internal branding of CX team (reactive → proactive)
- Drive incentive and recognition frameworks to reinforce excellence and high-performance habits
- Cross-department collaboration: Work closely with other departments like production, papernest providers, sales ops etc, to ensure a seamless customer experience
- Regular reporting & deck creation: Prepare and present regular reports and/or decks to senior management, highlighting performance metrics, challenges and achievements
Application process
- We usually respond within a day
- A Call with Aurore, Talent Acquisition
- An Interview with Nawelle, your future manager
- Business Case
Our take
Papernest helps customers manage their utility bills and subscriptions via its online platform. It predominantly focuses on streamlining the administration involved in moving house, like changing or cancelling water bills and gym registrations, with an additional service that works like a more conventional price comparison site for utilities like internet and gas. It is providing a much-needed service in what's proven to be an interestingly narrow and non-competitive niche.
The company so far has been partnering with real estate agency referrals to bring new customers on board. So the boom in people changing homes over the last few years is likely to have played strongly in Papernest’s favour. It has leveraged a strategic partnership with open banking firm Tink, using the company’s broader European coverage to springboard into more geographies.
Papernest seems something of a rare find: a solution that neatly resolves a large and material problem, that’s proven hugely popular, and yet that hasn’t inspired a flurry of would-be competitors. With the housing market still relatively hot, and mid-term moves inspired by the growing digital-nomad lifestyle still on the rise, Papernest seem to be in a rosy position. If it gets too rosy though, it may have to watch its back.
Steph
Company Specialist at Welcome to the Jungle
Insights
-26% employee growth in 12 months
Company
Funding (1 round)
Oct 2017
$11.8m
SERIES A
Total funding: $11.8m
Company benefits
- Incredible offices in Barcelona, in the heart of 22@ (1500 m2 of furnished terraces, showers, spaces dedicated to catering and rest, Zen garden, games area, etc.) 5 minutes from Poblenou beach! 🏖️
- Remote working possible 1 day per week (including Monday and Friday)
- Unlimited free coffee and tea!
- Self-service snacks and other delicacies
- Choose between Mac and PC, we take care of the rest 💻
- Paperparty every month to decompress 🎉
- Breakfast offered every Thursday 😋💪
- Great professional challenges
- Brilliant colleagues among whom to grow
- Ambitious development prospects / internal mobility
- Career support programs
- An great international atmosphere
- Regular team training
- Regular events and team building
Company HQ
Pont-de-Flandre, Paris, France
Leadership
PhiIippe de Ia Chevasnerie
(Co-Founder & CEO)Previously an Associate at McKinsey & Company, alongside teaching case-cracking analysis at HEC Paris.
Benoît Fabre
(Co-Founder & Managing Director)Previously co-founded Visit1Museum, before moving on to consult with Advancy.
Salary benchmarks
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