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Customer Care Team leader
hace 4 meses
For almost 10 years, papernest has successfully assisted over 1.5 million users in alleviating one of life's most tedious tasks: contract management. Our innovative solution empowers customers to seamlessly move, manage, and switch their contracts, all within a unified platform, and best of all, for free. Our services are available across France, Spain and Italy (for the time being )
In an ever-changing world, we take confident steps, guided by the continuous development of our self-sustaining business model. Our success story is woven around an innovative B2B2C model, forged through strategic partnerships with major players in real estate and banking.
We are dedicated to fostering an exciting and vibrant work environment because that's what brings out the best in us. We believe that business needs to be disruptive and ambitious in order to thrive.
However we're not limited to just being good at business. We are also committed to our social responsibility as we strive to actively contribute to the community we belong to, minimize our environmental impact, and aim to foster a culture of social engagement and consciousness among our co-workers.
At the heart of our philosophy is the commitment to long-term success over short-term convenience. We highly value the contributions of each of our 800+ employees, providing them with ample opportunities for growth and the development of invaluable skills.
Le rôle du leader de l'équipe Customer Care consiste à gérer, superviser, encadrer, diriger, conseiller et contrôler une équipe d'experts en service à la clientèle, tout en veillant à ce que les besoins des clients soient satisfaits.
Il/elle est responsable d'un groupe d'experts en service à la clientèle, y compris le Senior Customer Care Expert, et fournit à l'équipe assistance, conseils et soutien en matière d'encadrement.
- Planifier les réunions individuelles et hebdomadaires avec les subordonnés directs et les membres de l'équipe.
- Gérer les primes et les entrées dans les systèmes RH.
- Recruter et intégrer les nouveaux employés.
- Formuler et suivre les objectifs des membres de l'équipe.
- Préparer les rapports mensuels sur les résultats et les performances.
- Mettre en place des contrôles de qualité sur les canaux de communication de la division gérée.
- Optimiser les procédures et maintenir la motivation des membres de l'équipe.
- Mesurer les performances à l'aide d'indicateurs clés spécifiques à la division gérée.
- Créer et tenir à jour la documentation relative aux processus internes.
Ce que nous t'offrons :
En rejoignant papernest tu bénéficieras d'un package composé de:
- Stock options (BSPCE)
- Bonus sur OKR
- Mutuelle Sanitas, prise en charge à 50% par papernest
- Système de Rémunération Flexible, te permettant de dédier une partie de ton salaire à des services (restaurants, garde d'enfants, transport,...) exonérés d'impôts, et de faire ainsi des économies
... et tu évolueras dans un environnement de travail :
- Flexible grâce à une politique remote friendly (2 jours de télétravail possibles par semaine),
- Inclusif, tout le monde à sa place chez papernest, et avec plus de 46 nationalités différentes, chez nous il n'est pas rare de commencer sa phrase en français and finish it in English o en español
- Confortable, avec d'incroyables bureaux et 1500 m2 de terrasses et jardin aménagés, le tout à 5 minutes de la plage, parfait pour des déjeuners ensoleillés
- Favorisant la cohésion d'équipe avec des événements et des team buildings réguliers
- Excitant et challengeant où tu trouveras les ressources nécessaires pour développer ta carrière grâce notamment à notre politique de mobilité interne.
- Gourmand : petit déjeuner offert tous les mardis
- Un entretien avec un membre de l'équipe Talent Acquisition
- Un entretien avec Jessica Solano (Head of Customer Care)
- Un Business case à préparer puis présenter lors d'un entretien avec Jessica Solano et Carolina Peitx (VP Customer Care & Operations Support)
Si ce challenge est le tien, n'hésite pas une seconde Nous avons hâte de te rencontrer et cela peu importe ton âge, ton sexe, tes origines, ta religion, ton orientation sexuelle, ou ton handicap. Nos processus de sélection ainsi que notre environnement de travail sont adaptés à tous.
Mesdames, nous vous encourageons vivement à postuler En effet, même si vous estimez ne pas répondre à la totalité des critères mentionnés dans cette offre, sachez qu'ils sont à titre indicatifs. Nous étudierons avec grand intérêt votre candidature. La parité et la diversité sont un atout pour nos équipes
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