Private Customer Support Expert Real Estate (m/f/d) | 80–100% | Hybrid | Zurich

About the job

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

As a fixed part of your role, you also work in the daily support business, handle customer concerns up to escalations, and recognise recurring problems and improvement potentials first-hand. You specifically contribute your observations to the further development of processes and solutions. At the same time, you ensure that changes in daily work function and that complex issues are professionally and thoroughly resolved.

Your Tasks

• You analyse customer concerns, process flows and quality data and support the Team Lead in identifying areas for action and prioritising improvements.
• You develop professional requirements and proposals for process improvement and support the Team Lead in their coordination, implementation and impact monitoring.
• You work closely with Product and Engineering on AI-supported support solutions: you contribute professional use cases and assess results, risks and quality criteria.
• You regularly handle customer concerns for Homegate, ImmoScout24 and Flatfox and take on complex and escalated cases, if necessary in cooperation with Legal.
• You strengthen professional quality through clear decision bases, work 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 professional decision-making. You structure complex matters clearly, assess risks and represent decisions appropriately for the audience.
• Strong AI affinity and interest in professionally shaping new AI applications.
• Very good analytical, conceptual and communication skills as well as the ability to involve different stakeholders and drive decisions forward.
• Fluent spoken and written German and English (at least C1); French or Italian at B2 level is a great advantage
   

What Sets You Apart

You recognise connections between customer concerns, digital products and internal processes. You bring interconnected thinking, analytical curiosity and enjoyment in collaborating with various departments. At the same time, you keep the needs of the customer and the daily reality of support in mind.

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

Additional Information

What We Offer You

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

Application Process
We view the hiring process as a mutual exchange in which both parties get to know each other. Here’s what to expect:

• Video interview with recruiter (30 min.)
• Video interview with hiring manager including technical assessment (60 min.)
• Team fit meeting (45 min.)

#LI-Hybrid

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.

SMG Swiss Marketplace Group AG offers customers the best tools to support them in important life decisions. The portfolio includes real estate (ImmoScout24, Homegate, Flatfox, CASASOFT, IAZI), automobiles (AutoScout24, MotoScout24), general marketplaces (anibis.ch, tutti.ch, Ricardo) as well as finance & insurance (FinanceScout24, moneyland.ch).

Disclaimer / Note for Agencies

SMG Swiss Marketplace Group AG primarily works directly with applicants. We do not accept unsolicited CVs or candidate profiles from recruitment agencies unless we have explicitly requested their support for specific positions.
All submissions without prior request by our Talent Acquisition team will neither be considered nor acknowledged.
We thank recruitment agencies for their understanding and cooperation in adhering to this policy.