Founded in 2015, papernest is a French startup and member of the French Tech 120, which helps individuals manage their contracts and subscriptions on a daily basis.
Our platform enables individuals to combine, terminate and subscribe to all their housing contracts - electricity, gas, internet box, mobile, home insurance - in just a few clicks. Today, housing contracts; tomorrow, all those of daily life: transport, streaming, gyms, etc.
papernest's ambition is to become the platform from which anyone can centralise, optimise and terminate all their subscriptions. Since 2015, papernest has grown considerably: more than 1M customers, 1000 employees, 4 markets in Europe and offices in Paris, Barcelona, Reims and Warsaw.
papernest has helped over a million consumers manage their contracts and subscriptions, as well as compare and find the best available offers for its clients.
With this experience, papernest launched its own product by becoming an energy supplier.
Job Title: Customer Service Team Lead
Role Overview: The Customer Service Team Lead will oversee a team of experts for papernest's energy product in the French market. The role involves managing, supervising, guiding, advising, and monitoring a team of customer service experts while ensuring customer needs are met.
Responsibilities: Team Management: Daily management of the team: scheduling, vacation planning, leave requests, and other inquiries.Planning individual meetings and weekly team meetings.Informing the manager of any difficulties encountered and proposing solutions to resolve or avoid them.Ensuring compliance with attendance policies, established procedures, and internal rules.Managing bonuses and integrating them into HR systems under the direct supervision of the manager. Performance and Coaching: Finding ways to optimize procedures and maintain team motivation.Contributing to the definition and tracking of team objectives.Preparing monthly reports on results and performance.Measuring performance using key indicators based on the managed division.Anticipating workload and managing calls/requests in case of escalation.Conducting quality checks on communication channels to ensure high-quality service delivery.Creating and maintaining documentation related to internal processes. Recruitment: Selecting and onboarding new employees to the customer service team.Monitoring during the onboarding phase. Profile Required: A minimum of 2 years of experience as a Team Lead in customer service where you have developed skills in conflict management, problem-solving, and strong adaptability.
Excellent communication skills, both verbal and written.
Strong data collection and analysis skills.
Great attention to detail.
What We Offer: By joining papernest, you will benefit from a package including:
Stock options (BSPCE)
Bonus on OKR
Health insurance, 50% covered by papernest
Flexible compensation system, allowing you to allocate part of your salary to tax-exempt services (restaurants, childcare, transportation), helping you save money!
You will thrive in a work environment that is:
Flexible with a remote-friendly policy (2 days of telework possible per week)
Inclusive, with over 46 different nationalities, where it's common to start a sentence in French and finish it in English or Spanish
Comfortable, with amazing offices and 1500 m2 of terraces and landscaped gardens, just 5 minutes from the beach, perfect for sunny lunches
Team-oriented with regular events and team-building activities
Exciting and challenging, providing the resources necessary for career development through our internal mobility policy.
Generous: complimentary breakfast every Tuesday!
Recruitment Process:A first interview with a member of the HR teamAn interview with the manager Ségolène Cappe de BaillonPresentation of a business case during a final interview with Carolina Peitx (VP Operations Support & Customer Care)
If this challenge is yours, don't hesitate for a second! We look forward to meeting you, regardless of your age, gender, background, religion, sexual orientation, or disability.
Our selection processes and work environment are adapted for everyone.
We strongly encourage women to apply!
Even if you feel you do not meet all the criteria mentioned in this offer, know that they are indicative. We will consider your application with great interest.
Diversity is an asset for our teams!
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