Head of Customer Service Mid-Market f/m/d

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!

Find out more about our unique culture and why you should work at JobCloud.

• 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

• 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 a 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 plus very good French and/or German skills

• 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
• Given the amount of experience we want for this position, a reasonable wage range is between CHF 110'000 and 130'000.

Phone: +41 79 349 32 51