Head of Operations

vor 4 Wochen

Zürich, Zürich, Schweiz ofri Internet GmbH Vollzeit
About ofri Internet GmbH

We are a Swiss company that operates fully remotely, passionate about developing an excellent remote work culture and ensuring that not only our customers, but our team feels heard, welcome, and appreciated.

Job Title: Head of Operations & Customer Service

We are seeking an experienced and ambitious individual to join our team as Head of Operations & Customer Service. As a key member of our leadership team, you will play a pivotal role in overseeing and optimising our day-to-day operations, fostering our company culture and leading our customer service department.

Key Responsibilities:
  • Oversee all aspects of people operations, from recruitment to off-boarding.
  • Foster our company culture and internal communication: organise company retreats, run workshops, maintain our company handbook.
  • Manage and streamline internal processes to improve workflows and eliminate bottlenecks.
  • Spearhead cross-department projects.
  • Contribute to the OKR planning process.
  • Oversee company assets and access, such as employee laptops, software accounts, etc.
Customer Service Responsibilities:
  • Lead, manage and develop a team of 3 customer service professionals to ensure outstanding service quality, high employee retention and goal achievement.
  • Oversee all aspects of the department: customer support, customer success and quality assurance of our service providers.
  • Strategic departmental planning.
  • Monitor customer service KPIs (CSAT, response time, etc.).
  • Lead the roll-out of our customer service department in French language.
  • Have a hands-on approach by regularly handling some front desk tickets & calls yourself
Requirements:
  • At least Bachelor's degree - we're open to both Arts and Science degrees.
  • Proven track record in an Operations- or Customer Service related role in a small company (10 to 25 employees).
  • Previous experience in people management.
  • Strong analytical skills.
  • Excellent project management skills.
  • Native German speaker, fluent in English.
  • Fluent in French is a big bonus.
  • Capable of multitasking, prioritising effectively, and solving problems in a dynamic environment.
  • Strong leadership and decision-making skills, with the ability to drive results and foster a collaborative team environment.
  • Important: we're seeking candidates based in Europe to ensure manageable travel times for on-site meetings and minimal timezone differences.
What We Offer:
  • 100% remote job.
  • Competitive salary.
  • Flexible working hours – We believe in a good work-life balance.
  • Laptop and hardware, Home-office setup budget, Educational budget.
  • Annual Company retreats.
  • Bi-weekly colleague online coffee chats.
  • Fun and friendly remote work environment with a motivated, helpful, and international team where we don't take ourselves too seriously and support each other.
  • You can contribute and take responsibility from day one - your opinion matters

We welcome people into our team regardless of gender, ethnic origin, religion, age, sexual identity or disability.

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