Customer Operations Analyst

Customer Operations Analyst

Reporting to the Head of Customer Operations, you will be the responsible to drive delivery of exceptional customer experience within all Paack countries (Spain, France, United Kingdom, Portugal).

Who we are? 

Paack is an avant-garde technology start-up in the logistics sector. It was founded in 2015, and since then, the company has experienced strong global growth and it currently operates in 70 cities across different countries such as Spain, the UK, France, and Portugal. Our success is backed by renowned European investors.

We believe the future of e-commerce deliveries is a customer-controlled system that schedules the distribution according to clients’ preferences. Additionally, our approach blends the last mile delivery experience with an environmental-friendly service. Paack wants to establish a combination of the two as the new market standard. Hence, we ensure clients receive their parcels in a time that suits them while contributing to sustainability.

Our product ecosystem was designed in-house allowing both technology and operationality to integrate perfectly, delivering parcels more efficiently. This results in unprecedented outcomes, offering our retail clients a competitive advantage whilst reducing the impact of their carbon footprint. Due to previously mentioned reasons, some of the best retailers (Amazon, Inditex Group (Zara), H&M, El Corte Inglés, etc) have chosen Paack as their exclusive partner.

Our team of Paackers is multicultural, multilingual, and highly qualified. We enjoy the challenges of scaling a global technology and logistics business, facing them with ambition.

In accordance with our corporate values: We CareWe ThriveWe Innovate, Paack is looking for inspiring people, people who love to grow exceeding expectations, and challenge the status quo.

Paack is proud to be an equal opportunity workplace, committed to promoting a diverse and inclusive workplace.

What you will do

Reporting to the Head of Customer Operations, you will be the responsible to drive delivery of exceptional customer experience within all Paack countries (Spain, France, United Kingdom, Portugal).

Your main duties include:

  • Understand all current processes and journeys, with special focus on the aspects related to our Customer Experience and identify potential weaknesses.
  • Define projects that require a development on our systems, working together with the Customer Support, Product/IT and Ops departments
  • Monitor the status of these projects, identifying potential barriers and bottlenecks and coming up with solutions to overcome them
  • Give visibility on a weekly basis to all stakeholders involved in these projects
  • Implement new processes and audit their compliance in our network (CS & Ops)
  • Identify out of date SOPs and update them accordingly (CS & Ops)
  • Gather feedback from stakeholders and define developments prioritisation.
  • Report weekly major issues and potential improvements to the Heads of Customer Operations. 

What we look for

  • Experience in Customer Experience and/or in a tech company
  • Experience in Project Management
  • Track record of project implementation that involved working closely with the IT department
  • Capacity to implement new procedures in environments, where there is resistance to change
  • Ability to identify potential improvements in daily operations
  • Ability to work under pressure, prioritise relevant tasks and reach targets
  • Strong interpersonal skills and ability to influence key stakeholders
  • Capacity to work in a flexible and fast-changing environment
  • Ability to work remotely
  • Willingness to travel if the project requires so
  • Advanced user of the Office package
  • Experience dealing with external suppliers will be valued
  • Fluent English and Spanish in both written and spoken skills
  • Fluent French in both written and spoken skills will be valued

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


Paack Logistics
08006 Barcelona Directions View page

Who are our Paackers?

People who care about what they do while respecting others and striving for innovation.

Every member is a fantastic contributor to the team who inspires and gets inspired by their colleagues. All Paackers are highly motivated to accomplish Paack's vision of "leading sustainable logistics for eCommerce in Europe."

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