Vp Customer Service

**Get to know us**

Do you want to help us shape what the future of work will look like and how it will best embrace our life's aspirations? If this sounds like a journey you want to embark on, we may have the right role for you PayFit is an intuitive software as a service payroll and HRIS solution designed specifically for SMBs. Since 2015, we have set ourselves a mission to simplify payroll for SMBs and enable employers and employees to grow together. We are a European company operating from 3 main countries (France, Spain, and the UK) where we are supporting over 18,000 clients.

Creating a fulfilling work environment and culture is also a core mission at PayFit, and our day-to-day work philosophy is reflected in our four values:
**Care**:We genuinely care for others whoever they are, whatever they think.

**Excellence**:We aim to improve and achieve better results every day.

**Humility**:Staying humble and exchanging transparent feedback helps us to grow and improve.

**Passion**:We are the architects of PayFit's success.

A key part of our **culture**, and essential for our success, is also improving the **diversity** of our teams and building an **inclusive** culture where you can be yourself at work.

This is why our recruitment focuses on the skills you demonstrate, and not only on your academic background or previous professional experiences. At PayFit we understand that you can gain applicable skills through a variety of life experiences and we are interested in knowing them, too.

**Location**
The position is based in **France**.

Your Mission

As a VP Customer Service, you will champion the delivery of stellar customer service, operational excellence leveraging automation and AI, and inspire our customer-facing teams. Your core mission is to both ensure amazing service delivery and operations and contribute to revenue growth for the organisation.

As VP Customer Service, you will be responsible for:

- Develop and implement the company’s customer service and support strategy aligned with overall business objective
- Leading and developing high-performing teams
- Driving operational excellence and scalability
- Contributing to PayFit's overall growth and success

**Key Responsibilities**:
**Strategic Leadership & Transformation**
- Drive customer service transformation across all markets with a P&L mindset and including the design of an appropriate strategic and operational footprint to scale growth drivers and premium services
- Define innovative operational strategies that further position PayFit as a payroll market disruptor
- Lead change management initiatives supporting rapid growth and evolution
- Partner with Product/Tech teams to drive automation and efficiency breakthroughs, particularly leveraging AI

**Team Leadership & Development**
- Lead high-performing teams across FR, UK, ES markets, with a service and success mindset
- Embed PayFit's culture (Care, Humility, Excellence, Passion) while driving talent development
- Foster cross-functional collaboration within the CS team and between customer service and other departments, and succession planning

**Operational Excellence**
- Supervise internal teams and external service providers for optimal efficiency
- Develop KPIs driving continuous improvement and resource optimization
- Balance operational excellence with premium service delivery

**Customer Experience & Innovation**
- Deliver exceptional customer service aligned with PayFit's disruptor positioning
- Implement quality assurance programs across all channels
- Leverage customer insights to drive product innovation and service improvements
- Manage outsourcing partnerships ensuring quality standards

**Business Growth & P&L Management**
- Partner with stakeholders to identify and scale growth opportunities
- Drive service delivery innovation through technology and process optimization
- Manage customer service budget across markets with a cost optimization focus
- Monitor financial metrics, ensuring efficient resource utilization

**Risk & Compliance**
- Ensure regulatory compliance and data security across all markets
- Develop risk management strategies and crisis management protocols together with the wider organisation

**Qualifications**:

- You have 10+ years of experience in customer service and 8+ years in leadership roles, ideally within fast-paced SaaS or B2B environments.
- You have a proven track record in scaling teams, designing and executing ambitious strategies, and delivering high operational standards.
- You have experience in multi-lingual and multi-market Customer Service operations.
- You can demonstrate ownership of complex and cross-functional delivery with sustainable and aligned outputs.
- You are technically and digitally minded, understanding the changing face of customer expectations.
- You have 5+ years of experience in leading a multi-partner network.
- You are a long-term thinker: can anticipate upcoming scaling challenges.
- You are a two-way doo