This year marks 10 years since we launched the idea that simplifying our customers' lives is possible by offering an innovative solution that allows them to easily subscribe to, manage, and switch all types of contracts through a unique and intuitive platform.

In that time, we have supported more than 1.5 million customers in France, Spain, and Italy, while investing in new verticals and positioning ourselves as a highly efficient, innovative, and competitive scale-up in a rapidly growing market.

With over 900 employees across 3 locations, we are solidifying our position as a market leader in Europe. We are always on the lookout for talent ready to join a dedicated and motivated team driven by a meaningful project. Working with us means embracing a culture of excellence, innovation, and real impact.

Reporting to the COO, the Head of Customer Care will define and implement the customer care strategy, ensuring a scalable, high-performing team that delivers premium service.

As the manager of Customer Care, the Head of Customer Care will oversee a unit of 50+ employees, including both internal teams and subcontractors, while managing a P&L across three markets: France, Italy, and Spain.

This highly data-driven role focuses on leveraging analytics, automation, and AI-powered tools to optimize staffing, operational efficiency, and service quality. It will also strongly emphasize tracking key performance indicators, implementing predictive analytics, and continuously refining processes through data insights and technological advancements.

The primary mission will be to make customer experience a core value at a pivotal moment, as Papernest transitions toward a captive customer model—now acting as a provider of electricity, gas, and home insurance. This requires a structured, analytical approach to decision-making, ensuring that every operational improvement is backed by measurable impact and aligned with Papernest’s standards and values.

Your mission :

• Strategic Leadership & Service Excellence:
  • Develop and execute the customer care strategy to enhance customer satisfaction and operational efficiency.
  • Foster a customer-centric culture, ensuring all interactions align with Papernest service standards.
  • Implement scalable support structures to meet business growth and evolving customer needs.
• Customer Experience & Improvement
  • Act as the final escalation point for complex cases, ensuring swift and effective resolution.
  • Analyse feedback and performance metrics to identify trends and improvement areas.
  • Analyse and implement AI-driven solutions (chatbots, automation, predictive analytics) to enhance efficiency, personalisation and customer engagement.
• Performance & Process Optimisation
  • Ensure adherence to customer care standards, guaranteeing consistent service quality and compliance with QoS, SLA, CSAT, and NPS benchmarks.
  • Use data-driven insights to drive continuous improvement and resource optimization.
• Team Leadership & Staffing
  • Hire, develop and lead a high-performing customer care team.
  • Optimise shift planning and resource allocation to ensure the quality of service.
  • Coach and mentor the team, providing ongoing feedback and support to foster continuous growth, skill development, and confidence.
• Stakeholder management & Collaboration
  • Work closely with Sales, Product, Marketing, and Operations to ensure seamless customer interactions.
  • Report key insights and performance updates to senior management.
  • Advocate for customer needs, ensuring feedback informs product and service enhancements.

Your profile : 

• 5+ years of experience in customer care leadership roles, preferably in fast-growing environments
• Strong strategic and data-driven mindset, leveraging analytics and AI-driven insights to enhance customer satisfaction and operational efficiency
• Proven ability to scale and lead large teams, with a strong focus on coaching, development, and performance optimization
• Fluent in English, French, or Spanish (at least two required; proficiency in all three is a significant plus)
• Expertise in CRM systems, automation, and omnichannel support solutions, with a data-centric approach to process improvement
• Exceptional analytical, problem-solving, and stakeholder management skills, ensuring informed decision-making based on data insights
• Hands-on leadership style, using data to diagnose and address operational challenges while driving continuous improvement

What we offer :

Thrive in an international and inclusive environment: everyone has a place at papernest. With over 46 different nationalities, it’s not uncommon here to start a sentence in English and finish it en français or en español ¡

💸 Compensation: a plan for Subscription Warrants for Company Creators (BSPCE) in accordance with company regulations, as well as a Pluxee card to manage your tax level through a voluntary compensation system across different services (transportation, dining, and childcare).

🏆 Benefits: as a home insurance provider and a supplier of green electricity and gas, we offer attractive deals to our employees. After all, there’s no reason why things should only be simpler for our customers!

🩺 Health: medical insurance through Alan or Sanitas to manage your healthcare expenses in an ultra-simple, paperless way, with up to 50% coverage by papernest (after 6 months in the company).

🍽️ Meals & partnerships: a healthy breakfast offered every Tuesday, as well as partnerships with various services in Barcelona (restaurants, sports, leisure, and care centers).

📚 Training: the development of our employees is essential. You will have access to ongoing training tailored to your goals, whether it involves technical, language, or managerial skills.

📈 Career Development: numerous opportunities are available for you to grow, whether by deepening your expertise or exploring new paths. We support you in your professional ambitions.

✨ Remote Work: enjoy 2 days of remote work per week to optimize your focus and efficiency.

Hiring process:

• Call with Talent Acquisition teams
• Business Case & interview with Olivier Howaizi, our COO
• Interview with Benoît Fabre, our Founder & Managing Director
• Fit meeting with the teams

Interested in this challenge? 🙂

Don’t hesitate any longer—we look forward to meeting you! Regardless of your age, gender, background, religion, sexual orientation, or disability, there’s a place for you with us. Our selection processes are designed to be inclusive, and our work environment is adapted to everyone’s needs.

We particularly encourage applications from women. Even if you feel that you don’t meet all the criteria outlined in this job posting, please know that every application is valuable. We strongly believe that diverse and varied backgrounds enrich our team, and we will carefully consider your application. Parity and diversity are essential assets to our success.