Remoto: Teletrabajo

OverviewIn 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 / Beneficiosremote work (2 days/week)BSPCE stock optionsPluxee card for tax-related compensationhealth insurance (Alan or Sanitas) with up to 50% coveragemeals partnerships and Friday breakfastongoing training and career developmentResponsabilidadesCX transformation: translate strategy into team-level KPIs and action plansCustomer feedback analysis to identify trends and opportunitiesIssue resolution as escalation point for complex casesQuality assurance:



monitor interactions and ensure adherence to standards and KPIsAnalysis & insights to surface improvement opportunities in interactions and processesCollaboration with Enablement to translate insights into training and process enhancementsPerformance metrics analysis and action planning with Team Leaders to drive improvementsWorkflow optimisation and technology improvements to streamline care processesHands-on operational engagement when neededMaintain up-to-date SOPs, templates, dashboards, and policiesLead and coach Team Leaders & Senior Experts; monitor and optimise shift schedulesRecruitment, training, and leadership development; manage payplanFoster a culture of customer-centricity and recognition frameworksCross-department collaboration for seamless customer experience; regular reporting to senior managementRequisitos principales3–4 years of experience in a customer care management role with a track record of premium initiativesExcellent communication in French and Spanish; English a strong advantageStrong leadership and team management with focus on premium customer care cultureAbility to analyze data and extract actionable insights for premium strategiesExceptional problem solving and handling of difficult situations while maintaining service qualityKnowledge of customer service software and CRM systemsHands-on approach to understand day-to-day customer dynamicsleadershipcommunicationproblem solvingCRM systemscustomer service softwaredata analysis tools

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