Customer Care Manager – Swiss Market

This is a fully remote position, open to applicants in Spain.

📋 Description

• Oversee and enhance a team of Remote agents (1st and 2nd level), fostering high engagement and professional development.

• Track KPIs, assess ticket quality, and monitor response times to guarantee excellence in both technical and administrative support.

• Identify and implement workflows aimed at improving the efficiency of handling inquiries through email, chat, and phone.

• Support the team in leveraging sales skills to uncover upselling opportunities during technical consultations.

• Serve as the final escalation point for complex technical or commercial matters requiring senior-level intervention.

• Drive the integration of AI tools within the department to optimize support processes and enhance customer self-service capabilities.

⛳️ Requirements

• Demonstrated success in managing customer support teams (preferably remote) within the IT or hosting industry.

• Familiarity with the Swiss market and its unique customer expectations.

• Profound knowledge of domains, hosting, and web services.

• Expertise in WordPress (managing personal or professional WP sites is highly advantageous).

• Strong interest and experience in incorporating AI into customer service workflows.

• Capability to mentor agents in balancing technical support with commercial goals.

• Outstanding organizational skills, resilience in fast-paced environments, and a proactive, "can-do" mindset.

• Languages: German: Native or equivalent level.

• English: Fluent (essential for internal and technical communication).

• Spanish: Professional proficiency (for local compliance and management purposes).

• French/Italian: Additional languages are a considerable asset.

🏝️ Benefits

• Completely remote.

• Full-time.