Head of Service Small Enterprises

Are you passionate about delivering exceptional customer service and driving meaningful impact? As our Head of Service, you’ll lead a dynamic team across Zurich and Vienna, championing top-tier client support and ensuring an outstanding experience at every touchpoint. Your strategic mindset and dedication to continuous improvement will play a key role in optimizing our service processes - especially through innovation, automation, and digitalization. Together, we’ll empower our clients to streamline their recruitment efforts and achieve their hiring ambitions with confidence.

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

• Lead and manage a diverse team of B2B customer service/support specialists, fostering a culture of excellence, collaboration, and continuous improvement 
• Provide mentorship, coaching, and performance feedback to ensure the team's professional growth and alignment with company goals. 
• Define and monitor key performance metrics to evaluate the effectiveness and impact of B2B customer service initiatives 
• Oversee the resolution of escalated B2B client inquiries, concerns, and issues, ensuring timely and satisfactory outcomes. 
• Continuously evaluate and enhance B2B customer service processes, ensuring streamlined operations, efficient issue resolution, and client satisfaction. 
• Implement strategies to proactively address challenges, enhance client satisfaction, and prevent future issues. 
• Collaborate with sales, product, marketing, and technical teams to advocate for B2B client needs and contribute to the platform's (JobCloud.ai) ongoing development. 
• Contribute to the development of new features, tools, and services based on client feedback and industry trends. 
• Responsibility for the work schedule, assignment of tasks and resources allocation from a broader perspective 

• Completed vocational training with at least 5 years of professional experience in customer service or internal-sales  
• Proven experience in team management / service leadership roles, preferably within the digital platform, job board, or recruitment industry. 
• Exceptional interpersonal, communication, and negotiation skills 
• Analytical mindset with the ability to drive insights from data and translate them into actionable strategies 
• Familiarity with CRM systems (Salesforce), customer service software (Intercom & inhouse tools), and helpdesk tools (Zendesk). In general, a strong interest in IT & innovative tools (AI) is a major asset. 
• Strategic thinking and ability to develop and execute customer service strategies that align with business objectives 
• Strong leadership presence and the capability to inspire and lead a diverse team 
• Adaptability to a dynamic and fast-paced environment. 
• Fluent in German and English, French is an asset 

• A positive atmosphere built on trust, mutual support, and strong team spirit 
• The freedom to be creative and bring your own ideas to life 
• The opportunity to help shape the recruitment market in Switzerland 
• A hybrid working model with flexible working hours and the possibility to work remotely 
• Very modern offices in the city of Zurich 
• Access to the latest generation of devices (hardware & software) provided by JobCloud 
• A fair and competitive salary range for a 100% position lies between CHF 110’000 and 120’000 

• Mami-/Papizeit & Adoption:

  16 Wochen für Mamis und 3 Wochen für Papis oder Adoption, bei 100% Lohn.

• ÖV Vergünstigungen:

  Bis zu 650.- an dein Abo und ein gratis Halbtax!

• Sprachkurs:

  For free! Meistens EN oder FR, andere aber auch möglich

• Vorsorge:

  Berufliche Vorsorge: Wir übernehmen 60%

• Workation:

  Arbeite bis zu 10 Tagen pro Jahr vom Ausland aus!

• Work location:

  Wir bieten eine top Anbindung an die Öffis, einen Fahrradabstellraum und Duschen

• Mobile Office:

  Arbeite vor Ort, im Homeoffice oder kombiniert

• Referral bonus:

  Mitarbeiterempfehlungen zahlen sich bei uns aus!

• Weiterbildung:

  Wird grundsätzlich unterstützt, Stichwort #lifelong-learning!

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