Customer Care Manager – Swiss Market

Job description

Role Overview We are looking for an experienced Customer Care Manager to lead, mentor, and optimize our support operations. You will manage a remote team of approximately 12 agents , spanning both 1st and 2nd level support . Your mission is to maintain Swizzonic’s high service standards while fostering a high-performance culture across a distributed team. Key Responsibilities: Team Leadership : Manage and develop a team of Remote agents (1st and 2nd level), ensuring high engagement and professional growth Performance Management: Monitor KPIs, ticket quality, and response times to ensure excellence in technical and administrative support Process Optimization : Identify and implement workflows to improve the efficiency of handling inquiries via mail, chat, and telephone Sales & Strategy : Guide the team in utilizing sales skills to identify upselling opportunities during technical consultations Escalation Management : Act as the final point of contact for complex technical or commercial issues that require senior intervention AI Integration: Lead the adoption of AI tools within the department to streamline support processes and enhance customer self-service Requirements : Leadership...