MidFull TimeEN
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 Experience: Proven track record managing customer support teams (preferably remote) in the IT or hosting sector
Market Knowledge: Familiarity with the Swiss market and its specific customer expectations.
Technical Proficiency: Deep understanding of domains, hosting, and web services
Proficiency with WordPress (managing personal or professional WP sites is a major plus)
Active interest and experience in applying AI to customer service workflows
Sales Orientation: Ability to coach agents on balancing technical support with commercial objectives
Soft Skills: Exceptional organizational skills, resilience in hectic situations, and a proactive, "can-do" attitude
Languages:
German: Native or equivalent level
English: Fluent (mandatory for internal and technical communication)
Spanish: Professional proficiency (for local compliance and management)
French/Italian: Additional languages are a significant advantage
Department: Customer Service Swizzonic
Location: Office located in Barcelona, Spain or full-remote
