Experteer Overview
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In this role, you lead the Customer Experience function at papernest to deliver premium service aligned with our CX strategy. You will drive operational excellence, monitor performance, and empower team leaders to create a consistently outstanding customer journey. You’ll translate business strategy into KPI-driven actions, analyze feedback, and collaborate with enablement teams to raise service quality. This position offers meaningful impact by shaping a customer-centric culture in a fast-growing scale-up.
Compensaciones / Incentivos
• CX transformation: translate strategy into team-level KPIs and action plans
• Customer feedback analysis to identify trends and opportunities
• Issue resolution as escalation point for complex cases
• Quality assurance: monitor interactions and ensure adherence to standards and KPIs
• Analysis u0026 insights to surface improvement opportunities in interactions and processes
• Collaboration with Enablement to translate insights into training and process enhancements
• Performance metrics analysis and action planning with Team Leaders to drive improvements
• Workflow optimisation and technology improvements to streamline care processes
• Hands-on operational engagement when needed




• Maintain up-to-date SOPs, templates, dashboards, and policies
• Lead and coach Team Leaders u0026 Senior Experts; monitor and optimise shift schedules
• Recruitment, training, and leadership development; manage payplan
• Foster a culture of customer-centricity and recognition frameworks
• Cross-department collaboration for seamless customer experience; regular reporting to senior management
Responsabilidades
• 3–4 years of experience in a customer care management role with a track record of premium initiatives
• Excellent communication in French and Spanish; English a strong advantage
• Strong leadership and team management xqbhyrx with focus on premium customer care culture
• Ability to analyze data and extract actionable insights for premium strategies
• Exceptional problem solving and handling of difficult situations while maintaining service quality
• Knowledge of customer service software and CRM systems
• Hands-on approach to understand day-to-day customer dynamics
Requisitos principales
• remote work (2 days/week)
• BSPCE stock options
• Pluxee card for tax-related compensation
• health insurance (Alan or Sanitas) with up to 50% coverage
• meals partnerships and Friday breakfast
• ongoing training and career development

📌 Customer Experience Manager - Permanent - Barcelona
🏢 papernest
📍 Barcelona