Cette offre est lié au département Customer ops
Mots clés:
SaaS
Project manager
Who are we?
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.
What will be your role ?
You will join the “Global Customer Operations” team.
We are an internal business partners team working with the Customer Service teams for Payfit’s 4 markets (🇫🇷 🇪🇸 🇩🇪 🇬🇧) to help them implement our operating model and operate in the best conditions.
Within Customer Ops, you will be part of the “Channels & Platforms” team.
You will help all PayFit markets to build their Chat experience (using Intercom) and leverage on the data available to define and implement automated use cases, thanks to the Chatbot(e)You will be a key partner to help them define their strategy around conversational channels, help them monitor their success and propose new use cases to tackle.
You will not be alone in this mission: you will work closely with the Channels & Platforms Ops lead, as well as experts from CS teams, technical teams and Content team.
You will be responsible of
• Working on the definition & implementation of new use cases on the chatbot to help automate part of the incoming customer requests, in close collaboration with various teams (Content, Tech, CS experts, Product teams, Data team…) from all markets (France, Spain, Germany, UK)
• Guiding the training of Chatbot answers to enhance performance of AI (recognition of clients topics of demand based on natural language)
• Improving the existing flows within the Chat and its integration within PayFit CS ecosystem (other tools ; processes ; organization…)
• Monitoring the performance of the chatbot and make in-depth analysis & reports on Chat activity
The job is tailored for you if
-You like analyzing situations and solving problems, with an approach based on analysis of the existant, on the available data, and with creativity
-You have strong project management skills
-You have an agile, lean and result-oriented mindset
-You are customer-centric and have a taste for good user experiences
-You are familiar with Google Slides (or Powerpoint) and Google Sheets (or Excel)
-You are fluent in english
🎖️ Bonus points if you :
-Have experience relative to Customer Service
-Have experience on tools like Intercom (or any Chatbot or Live Chat provider)
Hiring process
1️⃣ Phone interview with our Talent Acquisition Flore
2️⃣ Manager interview with Gaëtan Beaurepère
3️⃣ Manager interview with Thomas / Alice / Sybille
4️⃣ Formal offer and background check
5️⃣ Meet Payfiters
What we offer
- An international and dynamic team with the opportunity to visit our different offices (Paris, Berlin, Barcelona, London)
- A gym at our Paris office and a Gymlib membership with preferential rates
- Restaurant tickets card (Swile)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!