Head of Customer Service - Italy

PayFit

Milan, IT
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/07/2021
  • Website: payfit.com
  • Company Address: 75 rue de Tocqueville, Paris, 75017

About PayFit

Developer of enterprise software designed to digitize payroll and HR management.

Job Description

Who are we?
 
PayFit simplifies payroll management and HR processes for SMBs. We have built a fast, intuitive and automated SaaS solution to help business owners and HR professionals save time and money allowing them to refocus on what really matters: their employees. Through PayFit, employees have dedicated access to their payslips and are able to efficiently manage their leave and expense requests.

To build such a solution, we have created our own programming language: JetLang. Thanks to JetLang, we were able to code Labour Code and collective agreements, and today we continue to add new features. We have set ourselves a mission to support the digital transformation of HR management through our ever growing range of product features and services.
We have a strong presence in France since 2015 and have been quickly growing in Germany, Spain, the UK and now Italy. More than 4000 companies such as Big Mamma, MinuteBuzz or Sellsy to name a few already trust us.

Over 500 PayFiters have already joined the adventure and we have raised 180M€ to always pursue our journey.
 


Your role
As a Head of Customer Service Italy you will play a key role in making PayFit vision become a reality for Italian customers.
 
To do so we have two main missions:
● Build a strong and fulfilling company culture for PayFiters
● Help millions of people live a fulfilling work experience
 

Your job will be to build, structure and grow our Customer Service team power & capacity to deliver PayFit Vision in Italy.
You will be managing an internal team dedicated to serving our clients at highest standards: Onboarding, Support, Training, Ops, Declarations, Payroll experts. You will also be responsible for scaling our outsourced operations. In short, you will be managing directly or indirectly any resources and projects linked to customers and post-sales operations, with the challenge to scale fast while keeping the highest level of customer satisfaction.
This position is a member of the Italian leadership team.


Your mission: lead and implement the Customer Service strategy for Italy

      • Build the right Organization to provide the best payroll customer service with a high level of expertise in Italy. You will make our key triptych (Customer Satisfaction / PayFiters Fulfillment / Profitability) become a reality.
 
      • Team Management: lead a strategic and growing team at PayFit Italia and be in charge of its performance, fulfillment & evolution. You will motivate and drive the teams to achieve altogether our ambitious goals.
 
      • Business acumen: we believe we can provide a lot of extra value as our Customer Service grows and create new business lines as our Italian product gains on maturity. You will be responsible for developing those business opportunities.
 
      • Be the Customer's voice​ within PayFit Italia: Thanks to data and a good understanding of our clients pain points, you will be able to properly communicate with other departments (Product, Sales, Finance) and work hand in hand with them to make sure we properly answer our clients needs.
 
      • This position is cross-functional and will require to collaborate and work very closely with many teams, at all levels: from technical experts to strategic leadership, coordinating with local as well as global teams, including but not limited to Sales, Marketing and Product in order to provide strategic customer insights.
 


This job has been tailored for you if you have...

      • You possess a customer-obsessed mindset putting customer experience first in every action you take.
 
      • You are looking to make an impact on the professional lives of thousands of people as you will make sure that our final customers are receiving the best experience and the best services from their employer when it comes to their employee lifecycle
 
      • You are a passionate leader continuously engaging, coaching, training and developing your team. You are aware that their well-being is the foundation of your success.
 
      • You are a strategic, self-driven thinker who can develop/implement strategies and processes for all stages of the customer life cycle and skilled at driving continued process improvements.
 
      • You have an analytical mindset capable to define and visualise key metrics for an informed decision making and drive actionable next steps to ensure long term customer satisfaction.
 
      • You are a self-learner, willing to take on the challenge of understanding the technical Italian payroll world and its related processes inside-out.
 
      • You can work independently as well as leveraging full team and cross functional resources to ensure successful customer experiences at each stage.
 
    • You are a strong relationship builder with a focus on aligning and collaborating with key team members including but not limited to - Country Manager,Sales/Marketing/Product/External Stakeholders teams– to drive an integrated, consistent customer-centric approach.

This position is based in Italy with the flexibility of a Work From Anywhere company framework. The 'gravity center' of the team is in Milan.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.