Customer Service Lead

Customer Service Lead

Location: Zurich, Switzerland (Onsite)

Employment Type: Full-Time

Industry: Technology / Software

Experience: 5+ Years

About the Opportunity

We are recruiting on behalf of an innovative technology company expanding its operations in Switzerland.

Our client is seeking an experienced Customer Service Lead to establish and manage its customer service function in Zurich. This is an opportunity to take ownership of customer support operations, develop processes from the ground up, and build a high-performing team as the business grows.

Key Responsibilities

• Lead and develop the Customer Service function in Switzerland.
• Establish customer service processes, procedures, and operational standards.
• Handle customer enquiries, product-related questions, and technical support issues.
• Collaborate with internal teams to ensure effective issue resolution.
• Recruit, onboard, coach, and manage Customer Service Specialists as the team expands.
• Build a customer-focused service culture and drive continuous improvement.

Requirements

• Minimum 5 years of Customer Service or Customer Support experience.
• Strong leadership and team management capabilities.
• Experience establishing customer service processes and procedures.
• Excellent written and spoken English.
• Strong technical aptitude and ability to understand software products.
• Excellent communication, problem-solving, and customer management skills.
• Understanding of data privacy and information security.
• Willingness to work onsite in Zurich, Switzerland.

Preferred Experience

• B2B Software / SaaS.
• IT or cybersecurity.
• Technical customer support.
• Enterprise customer support.
• Experience building or scaling Customer Service teams.

Work Authorisation & Relocation

• Candidates who already have the right to work in Switzerland are strongly preferred.
• Eligible European candidates requiring Swiss work permit arrangements may be considered.
• Applicants must be willing to work onsite in Zurich.

Why Apply?

• Opportunity to establish and lead a customer service function from the ground up.
• Play a key role in developing processes, standards, and team structures.
• Work within a growing international technology business.
• Build and manage your own customer service team as operations expand.

How to Apply

If you have a strong background in customer service leadership, experience in a technology-focused environment, and the ability to work in Zurich, we encourage you to apply with your updated CV.