VP Customer Service

Job title:

VP Customer Service

Company:

PayFit

Job description

Get to know usDo 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 MissionAs 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 ResponsibilitiesStrategic 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 doors thinker: can make quick decisions when reversible, while diving deep when non-reversible decisions.

• You are a Top notch CS Partner with strategic thinking, able to influence and convince ExCo and Board members

• You are an inspiring leader, a charismatic storyteller able to federate, shine in the company, and role model our values.

• You are able to promote innovation, accept the risk of failure, take calculated risks, learn and iterate.

• You can promote high standards beyond your direct teams; invest time in coaching and mentoring; advocate in favor of diversity.

• You are Bilingual in French and English.

It Would Be Great If You Also Have

• International team management experience

• Knowledge of the French Payroll industry

• Multi-cultural working experience

Your Future TeamYou’ll join and drive a team of ~225 people internally together with managing an outsourced partner, and work closely with:

• Local country leadership teams

• ExCo leaders

Interview process1. Interview with a recruiter – 45mn2. Interview with the hiring manager (Sylvain, CPO) – 45mn3. Interview with a duo of the CS leadership team – 45mn4. Case Study with CPO, CEO, CPFO, and CS leaders – 90mn5. C-Level Interview (CSO) – 30mn👉 Background Check (ISO27001 certification): identity, diploma, and past professional experiences will be checked after the offer.What we offerFlexibility: We believe it is key to produce your best work and to be fulfilled. We therefore offer the possibility to work away from our main offices, within France/UK/Spain; as well as abroad for a defined period. Further requirements may apply depending on the role and your overall experience.
Learning & Development: In PayFit we have a great learning platform where you can learn new skills every day with the support of our company. We also have English language courses to improve your business communication vocabulary and get to the next level.
Career Development: We want you to progress and be free to choose which direction you want to grow. There are also opportunities for internal moves.
Health promotion: A Gym at our Paris office and a GymLib subscription with preferential rates. 4 paid sessions with a mental health practitioner and online support with Moka.Care.
Health insurance: Mutuelle Henner (60% covered by PayFit).
Transportation: 50% covered for your public transportation card for those living within Ile de France. A budget to travel to the office for those who live outside of it.
Meals: A restaurant card with our partner Swile ( 9€ per workday).
Home office budget: 150€ per year to help you get set up in the best conditions. A MacBook is our standard working tool.
Parental support: 20 weeks maternity leave covered by PayFit and 4 weeks leave for the second parent.
Time off: 25 days of holidays + RTT days (depending on the contract).Disability Inclusion: All of our positions are open to any person living with a disability. To guarantee equal treatment and opportunities, we will take, based on individual needs, appropriate measures to adapt the work conditions of PayFiters with disabilities, and if needed also during the recruitment process. Please let us know what you need and we will do our best to accommodate!

Expected salary

Location

Paris

Job date

Sun, 08 Jun 2025 07:12:47 GMT

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