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.

Compensaciones / Incentivos remote work (2 days/week) Pluxee card for tax-related compensation health insurance (Alan or Sanitas) with up to 50% coverage ongoing training and career development Customer feedback analysis to identify trends and opportunities 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 Lead and coach Team Leaders & Senior Experts; monitor and optimise shift schedules Recruitment, training, and leadership development; 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 CRM systems customer service software data analysis tools

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