Product and Process Development, Customer Support Real Estate (f/m/d) | 80–100% | Hybrid | Zürich

Company Description

Welcome to SMG Swiss Marketplace Group AG

SMG is a pioneering network of online marketplaces and a leading European digital company that simplifies people's lives with future-oriented products. We operate leading marketplaces in the areas of real estate, automotive, general marketplaces, as well as finance & insurance. Our actions are guided by our values: Better Together, Aim High and Act Responsibly.

Job Description

You support the Team Lead in the functional development of processes and digital solutions in the Customer Operations area for Homegate, ImmoScout24 and Flatfox. You identify recurring concerns and causes, develop functional assessments and suggestions for improvement, and coordinate these with the Team Lead as well as Product and Engineering.

As an integral part of your role, you also work in the daily support business, processing customer concerns up to escalations, and identifying recurring problems and improvement potential firsthand. You contribute your observations specifically to the further development of processes and solutions. At the same time, you ensure that changes work in daily operations and that complex concerns are solved based on sound functional expertise.

Your Tasks

• You analyze customer concerns, process flows and quality data and support the Team Lead in identifying areas for action and prioritizing improvements.
• You develop functional requirements and suggestions for process improvement and support the Team Lead in their coordination, implementation and impact control.
• You work closely with Product and Engineering on AI-supported support solutions: You contribute functional use cases and assess results, risks and quality criteria.
• You regularly process customer concerns for Homegate, ImmoScout24 and Flatfox and take on complex as well as escalated cases, if necessary in cooperation with Legal.
• You strengthen functional quality through clear decision bases, working guidelines and targeted coaching within the team.

Qualifications

• Professional experience in product management, process development, business process engineering or a comparable function, as well as proven experience in customer support or customer service, ideally in digital customer processes. You have been responsible for complex cases and escalations and have contributed to process improvements.
• Very good understanding of digital customer processes, quality management and functional decision-making. You structure complex matters clearly, assess risks and represent decisions in an audience-appropriate manner.
• Strong AI affinity and interest in helping to shape new AI applications functionally.
• Very good analytical, conceptual and communicative skills as well as the ability to involve different stakeholders and drive decisions forward.
• German and English fluent in speaking and writing (at least C1); French or Italian from B2 level is a great advantage.

What characterizes you

You recognize connections between customer concerns, digital products and internal processes. You bring networked thinking, analytical curiosity and enjoyment in collaborating with different specialist departments. In doing so, you keep the needs of the customers and the daily reality of support in mind.

Your tasks will evolve along with our products, processes and AI applications.

Additional Information

What we offer you

• 6 weeks vacation (with the possibility to buy up to 10 additional days)
• 40-hour week
• 18 weeks maternity leave and 6 weeks paternity leave. Also applies to adoption.
• Flexible working models (work-life balance is very important to us)
• Access to platforms for mental health, well-being and counseling
• Half-fare travelcard for public transport and 1st class travel by train between SMG locations in Switzerland

Application Process
We view the recruitment process as a mutual exchange in which both sides get to know each other. What to expect:

• Video interview with recruiter (30 min.)
• Video interview with hiring manager incl. technical assessment (60 min.)
• Team Fit Meeting (45 min.)

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About us

SMG Swiss Marketplace Group AG is a pioneering network of online marketplaces and an innovative digital company that simplifies people's lives with future-oriented products.

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