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