JobCloud – Head of Customer Service Mid-Market – Geneva – Zurich, Switzerland

March 9, 2023
Apply Now

Job Description

Job Description

We are seeking a passionate Head of Customer Service w/m/d to lead our team of 7 customer service representatives in delivering exceptional service to our customers (medium-sized companies).

You ensure long-term customer satisfaction and success for the company, by meeting the customers’ needs and actively improving their return on investment.

If you have relevant experience in managing teams, laying out a strategic direction, and delivering results in a service-focused environment, then we can’t wait to get to know you!

What Makes You With Us

  • Lead and manage a team of customer service representatives (Customer Care, Client Success, Tech support) to provide exceptional customer service
  • Develop and implement policies and procedures for customer service
  • Monitor and analyze customer service metrics to identify areas for improvement
  • Train and develop customer service staff to ensure they have the necessary skills to provide excellent service
  • Collaborate with other departments, such as Sales and Product Development and Sales & Service operations to improve the overall customer experience
  • Collaboration with the Chief Service & Sales Operations and Pricing Manager on defining new pricings for pay-per-duration packages and pay-per-performance pricings
  • Develop and maintain relationships with key customers and partners
  • Manage customer service budget and resources

What You Bring With You

  • At least 5+ years of experience leading a customer service team
  • Strong leadership and management skills
  • Excellent communication and interpersonal skills
  • Strong problem-solving and analytical skills
  • Experience with customer service software and tools
  • Strong attention to detail
  • Ability to work well in a fast-paced environment
  • Hands-on mentality, flexibility to actively support the team during high workload
  • Fluent in English, skills in French and/or German are a plus

What You Get

  • An opportunity to make a difference to millions of job seekers
  • The freedom to take on responsibility and implement your ideas
  • A unique corporate culture and a helpful and open environment
  • Home office possibilities & flexible working hours
  • Attractive working conditions & benefits
  • CHF 105’000: This is the minimum salary you can expect for this position. Based on your qualifications your salary can be higher.