Since 2015, papernest has been transforming the way people manage their contracts, making subscription, management, and switching simple through one smart, intuitive platform.
We have supported more than 2 million customers across France, Spain, and Italy. Along the way, we have continued to invest in new verticals, establishing papernest as a high-performing, innovative, and competitive scale-up in a fast-growing market.
With over 900 employees, we are strengthening our position as a European market leader.
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 tar

📌 Customer Experience Manager (Barcelona)
🏢 papernest
📍 Barcelona