Overview 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 / Ventajas 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

Responsabilidades

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 & 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 & 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

Requisitos principales 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 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 leadership communication problem solving

CRM systems customer service software data analysis tools

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