Drive Operational Excellence as Head of Customer Service

Vor 4 Tagen

Zürich, Zürich, Schweiz ofri Internet GmbH Vollzeit

We are a Swiss company, ofri Internet GmbH, operating fully remotely. We pride ourselves on developing an exceptional remote work culture where our team feels heard, welcome, and appreciated.

About the Role:

We are seeking an ambitious individual to take on the position of Head of Operations & Customer Service. As a key member of our team, you will play a pivotal role in overseeing and optimizing our day-to-day operations, fostering our company culture, and leading our customer service department.

Your Responsibilities:

  • Oversee all aspects of people operations, from recruitment to off-boarding, ensuring seamless processes and workflows.
  • Foster our company culture and internal communication by organizing retreats, running workshops, and maintaining our comprehensive handbook.
  • Manage and streamline internal processes to eliminate bottlenecks and improve efficiency.
  • Spearhead cross-departmental projects to drive results and foster collaboration.
  • Contribute to the OKR planning process to ensure alignment with company goals.
  • Oversee company assets and access, including employee laptops, software accounts, and other essential tools.

Customer Service Leadership:

  • Lead, manage, and develop a team of 3 customer service professionals to deliver outstanding service quality, high employee retention, and goal achievement.
  • Oversee all aspects of the customer service department, including customer support, customer success, and quality assurance of service providers.
  • Develop strategic departmental plans to drive growth and improvement.
  • Monitor and analyze customer service KPIs (CSAT, response time, etc.) to inform decision-making.
  • Lead the roll-out of our customer service department in French language, enhancing our global reach.
  • Take a hands-on approach by regularly handling front desk tickets and calls to stay connected with customers.

Requirements:

  • Bachelor's degree or higher in any field.
  • Proven track record in an Operations- or Customer Service related role in a small company (10-25 employees).
  • Previous experience in people management, demonstrating leadership skills.
  • Strong analytical and project management skills to drive results.
  • Fluent in German, English, and French for effective communication.
  • Capable of multitasking, prioritizing effectively, and solving problems in a dynamic environment.
  • Strong leadership and decision-making skills to drive results and foster collaboration.
  • Switzerland-based candidates only for this particular role.

The Benefits:

  • 100% remote job opportunity with flexible working hours.
  • Competitive salary, commensurate with experience, estimated at CHF 80,000 - 110,000 per annum.
  • Laptop and hardware provided, along with a home-office setup budget and educational expenses covered.
  • Annual company retreats and bi-weekly online coffee chats to foster team bonding.
  • A fun and friendly remote work environment with a motivated, helpful, and international team.

What We Offer:

You will have the opportunity to contribute and take responsibility from day one, with your opinion mattering in our collaborative and inclusive team culture. We value diversity, equality, and inclusivity, welcoming applicants from diverse backgrounds.

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