Customer Support Manager

CUSTOMER SUPPORT MANAGER

• Minimum 80% Workload, preferred Full Time 100%
• Based in the Engadine or surrounding area of St. Moritz (max. 2 hours drive by car)
• Full On Site Presence during Onboarding Period (2-3 month), afterwards Home Office with minimum 1-2 presence days per week possible
• Partial Remote Work within Switzerland negotiable from 2nd year onwards

Key Criteria:

• Technical Background (ideally coming from the Backend Development side and wanting to kick off career path in Customer Relations with direct Client Contact)
• German speaking a must (Native or C2 Spoken & Written), Fluent English (B2 or C1), Italian a plus
• EU/EFTA Passport Holder
• Generalist, Team Player and independent alike
• Fast learner, enjoyment for further (self)development
• Strong interest for innovation and «experiment & adapt» approach
• Excellent Time Management & Organisational Skills

Qualifications

• Proven experience in customer support and/or customer success, account management, or similar roles within a marketing agency or tech environment.
• Strong understanding of eCommerce solutions and web project management.
• Excellent communication and interpersonal skills, with an ability to build rapport with clients.
• Problem-solving mindset with a focus on delivering outstanding customer experiences.
• Ability to work in a fast-paced, decentralized environment.
• Experience in the tourism sector a plus.
• (Bachelor's degree in Business, Marketing, Communication, or related field a plus but not a key criteria.)

Job Profile
As a Customer Support Manager, the successful candidate will play a pivotal role in ensuring the success and satisfaction of our key account clients, particularly in the realms of eCommerce software platform solutions and web projects for the tourism sector. The primary focus will be on nurturing client relationships, understanding their needs, and ensuring that our solutions continuously add value to their business.

Key Responsibilities:

• Provide hands-on support and guidance to clients using our eCommerce software solutions, ensuring a seamless and positive user experience.
• Act as a liaison between clients and our technical teams, translating client feedback into actionable insights for product enhancement.
• Monitor client metrics and implement strategies to improve client engagement and satisfaction.
• Contribute to the development of customer support resources and best practices.
• Develop and maintain strong relationships with clients, understanding their unique needs and how our solutions can be optimized to meet them.
• Lead the management and execution of digital projects, including (re)launches, further development of existing software solutions, ongoing lifecycle management, aligning with client objectives and timelines.
• Collaborate with cross-functional teams to ensure project success and client satisfaction.
• Stay abreast of industry trends and provide insights to the team and clients.
  

Flexible Work Arrangements
Recognizing the importance of work-life balance, we offer flexible working conditions, including work from home, remote work within Switzerland and workations. These options become available followed by a successful onsite onboarding period, ensuring a solid foundation and understanding of our team and processes.

Further Benefits

• Flexible Working Hours
• 5-Day Monday to Friday Work Week (42.5h/week)
• 5 weeks paid vacation leave p.a., plus 1 additional week per 10th year anniversary
• Apartment in Downtown St. Moritz for Workations (3-10 night stay)
• Support in finding a temporary accommodation for Onboarding Period
• Progressive employment conditions with young, individual and committed team in a decentralised organisation
• Exciting innovative projects and products for clients in tourism, sport & lifestyle events, hotels etc.
• Interesting portfolio, versatile and varied field of activity
• Responsibility and freedom to bring in new ideas
• Support and encouragement on the job
• Paid further education and training
• and much more...

Salary Range
65K to 90K (max) p.a. incl. 13th month salary based on skills and experience.