Customer Care Manager

Paris
Customer
Permanent
One of PayFit most challenging goals is to keep our Customers Super Happy.

As a Customer Care Manager, your role is to always keep in mind this target. In other words, you will become a PayFit expert and be the reflection of the best service we can give to our clients. 

You wil be part of the Customer Success Department, you will manage and advise a portfolio of customers and be their PayFit point of contact. As such, you will:
- respond to and/or escalate their product and payroll related enquiries,
- ensure they know how to use the PayFit platform and help them become product experts themselves,
- assist them on an everyday basis so that they follow the best practices,
- build trust by ensuring quick response times to incoming enquiries and calling them regularly. 

As their trusted contact you will have a direct impact on our customer satisfaction, product adoption and customer lifetime value.

Your role → Increase satisfaction by developing the best possible customer relationship 🚀

    • Be the first entry point for customer requests
    • Train clients on product needs and payroll questions; help them and also educate them
    • Build short and long term relationships with customers to retain them and limit churn

    • Your main KPIs will be:
    • how genuinely well you answer to your clients,
    • how fast you manage to solve concrete customer issues, reduce your request ratio per client by educating them and avoid repeating yourself.

    • You will also:
    • Be trained on PayFit amazing product and on payroll topics
    • Work with our Marketing and Scaled Engagement Teams to proactively improve our product and our self-support platforms
    • Work in coordination with the Senior Payroll Experts and the Tech team to deliver outstanding service to our customers
    • Work closely with the Product and Tech Teams to share the clients' feedback : you are the customer’s voice!

What we are looking for

    • You have a first significant experience in a customer facing role. SaaS a benefit.
    • Strong empathy skill, real desire to help customers
    • You have excellent verbal and written communication skills in French (native) and a good level in English
    • You are a problem solver and rigorous
    • You are organized with excellent coordination skills
    • You are eager to learn about new subjects and you are not afraid of « PAYROLL » 😀
    • You are crazy about solutions and applications, detail-oriented and customer centric with a real ability to understand needs of HR population
    • You’re a product lover- Experience in B2B SaaS company is a big + 
    • We are looking for team players, passionate and innovative people, who want to build a big success story with us

In return of a great motivated profile, we offer:

    • An amazing working environment, designed for kindness and blossoming
    • An attractive remuneration package
    • A Gym inside the office and several activities
    • Regular team and global events
    • Titres restaurants
    • Great coffee, fruits, snacks, foosball, MPG Teams or even team Yoga Classes…!