[NP015] | Jsl-263 | Customer Service Team Lead - (H / F) - Cdi - Barcelona

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.

We are always looking for talents ready to join a committed and motivated team driven by a meaningful project. Working with us means adhering to a culture of excellence, innovation, and real impact.

Job Title : Customer Service Team Lead

The role consists of managing, supervising, coaching, advising, and monitoring a team of customer service experts while ensuring that customer needs are met.

Responsibilities :

• Team Management : Daily management of the team : planning schedules, vacations, leave requests, and other requests. Planning individual meetings and weekly team meetings. Informing the manager of any challenges faced 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 supervision of the direct manager.
• Performance and Coaching : Finding ways to optimize procedures and maintain team motivation. Contributing to the definition and tracking of objectives for team members. 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 of the managed division to ensure high-quality service delivery. Creating and maintaining documentation related to internal processes.
• Recruitment : Selecting and onboarding new employees within the customer service team. Monitoring during the onboarding phase.

Profile Required :

At least 2 years of experience as a Team Lead in customer service, during which you developed skills in conflict management, problem-solving, and strong adaptability. Excellent communication skills, both oral and written. Strong skills in data collection and analysis. Great attention to detail.

What We Offer :

By joining papernest, you will benefit from a package consisting of :

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