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IT/TOIP Service Manager (M/F) - Barcelona

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We are papernest

Our ambition? To be the one and only platform to manage all the subscriptions with one single click. 

Since our launch in 2015 we haven’t stopped growing: we are now more than 850 employees, 800,000 customers, we work in 5 European markets and we have offices in Paris, Reims, Barcelona and Warsaw. We have doubled in size each year and we are determined to keep moving forward! In fact new markets are being launched as we speak !

We are proud to be part of the top 120 French tech startups and we are convinced that all great success comes first and foremost from a great team.

To face the next challenges, we are looking for IT/TOIP Service Manager.

Papernest's growth is based on the development of our various call centres, which rely on a central tool in our organisation: telephony, which allows us to process and direct our call flows in the best possible way.

The Service Manager we are recruiting will be the point of reference for all telephony-related issues (flow routing, IVR architecture, call strategies).

In this position, you will be the privileged point of contact for the whole of Papernest, but also towards the outside world to help us remove the operational constraints inherent in the tool.

This is an empowering position, which requires strong analytical skills, project management qualities and a good understanding of both technical and operational issues. If you have a desire to learn, to try new approaches, to work in a dynamic and fun environment, we will be delighted to receive your application and present you in more detail the missions outlined below.

Your missions:

  • Identify the operational needs of our different activities and production sites, build and deploy the appropriate solutions, in conjunction with our telephony supplier.
  • You will be responsible for the architecture of our voice server and will be able to make proposals for the optimal routing of flows.
  • A/B test and iterate on outgoing call strategies to optimise reachability
  • Administer and configure the tool, intervene on the parameterization of the tool and the implementation of call campaigns.
  • Control and optimise the connection between the CRM and the telephony tool
  • Take charge of and centralise feedback on anomalies, and deploy corrective measures to the operational teams. Intervene in the test phases of new functionalities or patches.
  • Regularly exchange with our solution provider: you are identified as the key point of contact and keep up to date with market developments
  • Build and maintain detailed documentation on the operation of our instance.

Your profile:

  • Good knowledge of contact centre metrics
  • 2+ years experience on a TOIP tool or equivalent
  • Excellent analytical skills, SQL skills are a plus
  • Reactivity, rigour, ability to learn quickly
  • Willingness to go into the field and put your skills to work for the operational teams
What papernest offers you:

💸 Attractive remuneration :

    • Competitive remuneration
    • Stock options (BSPCE)
    • 24 days of paid holiday per year
    • Sanitas health insurance covered at 50% by papernest after 6 months of seniority
    • A paid referral program

💼 Great working conditions

  • Incredible offices in Barcelona, in the heart of 22@ (1500 m2 of landscaped terraces, showers, areas dedicated to catering and rest, Zen garden, games area, etc.) 5 minutes from Poblenou beach! 🏖️
  • Remote work possible 2 days a week (including Monday and Friday)
  • Free coffee and tea!
  • Snacks and other treats available for free
  • Choose between Mac and PC, we take care of the rest 💻
  • Paperparty every month to relax too 🎉
  • Free breakfast every Thursday 😋


💪 Great professional challenges

  • Brilliant colleagues
  • Ambitious development prospects / internal mobility
  • Career development path
  • An international environment
  • Recurrent team trainings
  • Regular events and team building

Your manager: 

You will be managed by Pauline, our Head of WFM & Data Operations at papernest. As comfortable on a football pitch as on a dataset, Pauline knows how to juggle operational urgency and analytical perspective. For more than 2 years at papernest, the database has no secrets for her, and she will sharpen your analytical mind and make you a SQL champion! 

Selection process:

  • Pre-qualification interview with Maria Laura, Talent Acquisition
  • Excel test: 45 min
  • Interview with Pauline Chabert, Head of WFM
  • Interview with Quentin Pélabon, COO


If you are up for the challenge we can’t wait to meet you!

papernest is a disability-friendly company.

Remote work applicable upon the company policies.

Additional information

  • Remote status

    Flexible remote

  • Type of contract


We usually respond within a day

Or, know someone who would be a perfect fit? Let them know!



Carrer de Ramon Turró, 200
08005 Barcelona Directions

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