Head of Customer Care, Papernest

• 5+ years of experience in customer care leadership roles, preferably in fast-growing environments
• Strong strategic and data-driven mindset, leveraging analytics and AI-driven insights to enhance customer satisfaction and operational efficiency
• Proven ability to scale and lead large teams, with a strong focus on coaching, development, and performance optimization
• Fluent in English, French, or Spanish (at least two required; proficiency in all three is a significant plus)
• Expertise in CRM systems, automation, and omnichannel support solutions, with a data-centric approach to process improvement
• Exceptional analytical, problem-solving, and stakeholder management skills, ensuring informed decision-making based on data insights
• Hands-on leadership style, using data to diagnose and address operational challenges while driving continuous improvement

• Reporting to the COO, the Head of Customer Care will define and implement the customer care strategy, ensuring a scalable, high-performing team that delivers premium service
• As the manager of Customer Care, the Head of Customer Care will oversee a unit of 50+ employees, including both internal teams and subcontractors, while managing a P&L across three markets: France, Italy, and Spain
• This highly data-driven role focuses on leveraging analytics, automation, and AI-powered tools to optimize staffing, operational efficiency, and service quality
• It will also strongly emphasize tracking key performance indicators, implementing predictive analytics, and continuously refining processes through data insights and technological advancements
• The primary mission will be to make customer experience a core value at a pivotal moment, as Papernest transitions toward a captive customer model—now acting as a provider of electricity, gas, and home insurance
• This requires a structured, analytical approach to decision-making, ensuring that every operational improvement is backed by measurable impact and aligned with Papernest’s standards and values
• Develop and execute the customer care strategy to enhance customer satisfaction and operational efficiency
• Foster a customer-centric culture, ensuring all interactions align with Papernest service standards
• Implement scalable support structures to meet business growth and evolving customer needs
• Act as the final escalation point for complex cases, ensuring swift and effective resolution
• Analyse feedback and performance metrics to identify trends and improvement areas
• Analyse and implement AI-driven solutions (chatbots, automation, predictive analytics) to enhance efficiency, personalisation and customer engagement
• Ensure adherence to customer care standards, guaranteeing consistent service quality and compliance with QoS, SLA, CSAT, and NPS benchmarks
• Use data-driven insights to drive continuous improvement and resource optimization
• Hire, develop and lead a high-performing customer care team
• Optimise shift planning and resource allocation to ensure the quality of service
• Coach and mentor the team, providing ongoing feedback and support to foster continuous growth, skill development, and confidence
• Work closely with Sales, Product, Marketing, and Operations to ensure seamless customer interactions
• Report key insights and performance updates to senior management
• Advocate for customer needs, ensuring feedback informs product and service enhancements

• We usually respond within a day
• Call with Talent Acquisition teams
• Business Case & interview with Olivier Howaizi, our COO
• Interview with Benoît Fabre, our Founder & Managing Director
• Fit meeting with the teams

• 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

Total funding: $11.1m

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.