Customer Operations Analyst - Process & Tools

PayFit simplifies payroll management and HR processes for SMBs(e)PayFit is an automated SaaS solution to help business owners and HR professionals save time and money allowing them to refocus on what really matters: their employees(e)Since 2015, we have set ourselves a mission to support the digital transformation of HR management through our ever growing range of product features and services(e)We have a strong presence in France and have been quickly growing in Germany, Spain and in the UK(e)With 7,000 customers in 4 countries, we are one of the fastest-growing SaaS companies in Europe.

Today, we are more than 900 employees at PayFit and we all share four core values:

• Care for each other

• Always stay humble

• Strive for excellence

• Live and work with passion

We are committed to a culture of inclusion and an environment that enables fulfillment in freedom & responsibility.

Within the Global Customer Operations team, you will join the Business Process and Tools scope to support the Customer Service teams(e)Your objective is to provide them with the right operating environment to achieve operational excellence and the highest level of efficiency. 

Through your role you will have exposure to multiple parts of the business(e)You will be a strategic business partner to Customer Success, Product and Business Tech Solutions teams to help scale the post-sales side of our high-growth business. 

This is a high impact scope with direct results on our service levels and customers satisfaction, our CS teams’ operational efficiency, satisfaction and fulfillment at work as well as Payfit’s sustainable growth.

In this role you will have the opportunity to:

• Design, test, implement and continuously improve efficiency processes for Customer Service teams across several countries

• Coordinate efficiency and process-based projects incl(e)deep understanding and coordination of integration into our key tools (eg Salesforce) 

• Design, test, implement, continuously and/or debug tools for our Customer Service teams 

• Navigate the realm of Payfit data and structure high performing metrics and dashboards  

This role calls for a combination of curiosity to understand how processes are built, curiosity for tool-related topics, ability to ramp up on our tools stack and analytical skills..(e)

You will need to demonstrate a mix of high level strategic thinking and detailed operational execution(e)

You will be engaging with different stakeholders, from various functions and with different levels of seniority, from our CS players to senior leaders(e)

You will need to demonstrate strong empathy and ability to understand our customers’, our business processes and our CS teams expectations and pain points.  

• You have 1+ years' experience in customer or sales operations, consulting or similar roles

• You speak both French and English fluently and you want to work in an international and dynamic environment

• You love helping our Customer Service teams perform at their best

• You love to understand how organizations work to improve their efficiency

• You want to learn, improve and gain responsibility

• You are obsessed about customer satisfaction

• You are a real team player with strong interpersonal skills who wants to build a big success story with us

• You are autonomous, self-motivated, organized person

• You are a data lover with analytical skills

• You have previous experience on Salesforce or are familiar with some of the following tools/competencies (or eager to learn them): SQL, Excel, Looker

• HR video interview (30 min)

• Hiring manager video interview (30 min)

• Interviews with stakeholders (3 x 30min)

• Case Study (60min)

• An international and dynamic team with the opportunity to visit our different offices (Paris, Berlin, Barcelona, London)

• A Work From Anywhere policy to allow for flexibility! Depending on your contract, live and work permanently in one of our 4 countries of your choice or work abroad up to six months a year!

• 150 euros equipment budget to comfortably work from home

• A gym at our Paris office and a Gymlib membership with preferential rates

• Restaurant tickets card (Swile)

• 20 weeks of maternity leave supported by PayFit and 4 weeks of partner leave (Signed the Parental Act)

• Health insurance (supported to 60% by PayFit)

• One day per year dedicated to volunteer for an association

• A fulfilling and inclusive workplace, offering equal opportunities for any minority, disability, gender identity and sexual orientation(e)Don’t forget: everyone fits at PayFit!