Head of Customer Service 100% (m/f/d) - Remote

Overview

We are seeking a Head of Customer Service 100% (m/f/d) for Aquilana Versicherungen, a reputable health insurance company in Switzerland, to lead and develop the customer service department.

In Short

• Lead and develop a customer service team of six employees.
• Strategically evolve customer service focusing on efficiency and digitalization.
• Manage quality and process optimization to ensure high service standards.
• Oversee digital services and coordinate support with IT partners.
• Coach team leaders and train staff on new processes and technologies.
• Drive digital initiatives and cross-departmental projects.
• Support the team in complex inquiries and customer service escalations.
• Monitor customer satisfaction metrics and identify areas for improvement.

Requirements

• Tertiary education in health insurance or equivalent qualifications.
• Experience in a leadership role within customer service, preferably in health insurance.
• Proven leadership experience with team development and coaching.
• Technical understanding and experience with CRM systems and digital projects.
• Fluent in German and very good English; knowledge of French and/or Italian is a plus.
• Strong communication and analytical skills.
• Ability to analyze complex problems and make sustainable decisions.

Benefits

• Responsible leadership position with room for creativity.
• Attractive employment conditions with 27+ vacation days and home office options (2 days/week).
• Targeted training and development in health insurance, leadership, and digitalization.
• Additional benefits including discounts on insurance and a modern infrastructure.
• Work culture with flat hierarchies and a collegial environment.