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.

Key responsibilities

Customer Experience:

- 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 Assurance:

- 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 Metrics Analysis:

- 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.

Operational excellence:

- 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

Team Leadership :

- 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.

Culture & Recognition:

- 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.

Stakeholder Communication:

- 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.

Requirements
- 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

📌 Customer Experience Manager (Barcelona)
🏢 papernest
📍 Barcelona