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.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.Customer Feedback analysis: Analyse customer feedback and survey data to identify trends and opportunities for service improvement.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.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.Notion pages, dashboards, policies) to provide accurate, accessible tools for efficient customer serviceTeam Leadership :Lead the leaders: coach Team Leaders & Senior Experts, facilitate best practices and upskillTeam Schedule: Monitor and optimise shift schedules in order to guarantee coverage and quality of service.Recruitment and training: Conduct weekly meetings with team leaders to review performance, set goals and provide feedback.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.Work closely with other departments like production, papernest providers, sales ops etc, to ensure a seamless customer experience.Prepare and present regular reports and/or decks to senior management, highlighting performance metrics, challenges and achievements.RequirementsProven 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 teamAbility 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 systemsHands on approach for a deep understanding of day-to-day customer dynamicsWhat we offer :With over 46 different nationalities, it's not uncommon here to start a sentence in English and finish it en français or en español ¡Compensation: a plan for Subscription Warrants for Company Creators (BSPCE) in accordance with company regulations, as well as a Pluxee card to manage your tax level through a voluntary compensation system across different services (transportation, dining, and childcare). ðo Health: medical insurance through Alan or Sanitas to manage your healthcare expenses in an ultra-simple, paperless way, with up to 50% coverage by papernest (after 6 months in the company).ð1⁄2️ Meals & partnerships: a healthy breakfast offered every Friday, as well as partnerships with various services in Barcelona (restaurants, sports, leisure, and care centers).Training: the development of our employees is essential.

You will have access to ongoing training tailored to your goals, whether it involves technical, language, or managerial skills.We support you in your professional ambitions.Remote Work: enjoy 2 days of remote work per week to optimize your focus and efficiency.We particularly encourage applications from women.

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