Head of Customer Care (m/f/d) 100%

About the job

We are a young publicly listed Swiss company in the dynamic telecommunications industry, which has developed from a start-up in 1999 to the Swiss market leader with more than 670 employees. The mobilezone Group is headquartered in the Suurstoffi area in Risch/Rotkreuz and offers products and services around mobile life – from smartphones and accessories to services and offers for business customers. For more information, visit www.mobilezoneholding.ch.

To strengthen our team, we are looking for you at our headquarters in Rotkreuz from 1 December 2026 as:

Head of Customer Care (m/f/d) 100%

At mobilezone, everything revolves around modern communication. As a leading independent Swiss telecom specialist, we advise on mobile and fixed network telephony. Do you want to shape first-class customer service and develop your team further? Then make a difference with us.

Your tasks

You lead 7–10 employees including apprentices and report to the Chief Marketing & Product Officer. Your team handles customer concerns outside the branches for mobilezone, TalkTalk, jusit and mobilezone reload.

• You manage day-to-day business based on KPIs, plan deployments with the specialists and ensure intra-day, weekly and monthly reporting and optimise these.
• You develop your department with a focus on TalkTalk and possibly other areas and resolve escalations in telephone and written customer contact.
• You optimise processes, contribute to the management of external partners and implement projects and strategic initiatives for digital transformation.
• You improve customer experience and customer journey through analyses, measures and monitoring, for example with NPS, CSAT, Google reviews, call listening and feedback loops.

Your profile

• You have completed a commercial apprenticeship or comparable training and relevant further education at university of applied sciences level.
• You have several years of call centre/customer service and leadership experience as well as practical experience in KPI reporting, improving customer satisfaction and project management/subprojects.
• You are very experienced in escalations and skilled in negotiation. You bring technical understanding, IT affinity and advanced MS Office skills and are interested in service tools, AI, telecommunications and digitalisation.
• You have excellent German skills at native level, good to very good English and good French, both spoken and written. Additional languages are an advantage.
• You think networked, forward-looking and conceptually, solve problems proactively and with quality awareness and attention to detail. You work efficiently and structured, prioritise flexibly and are implementation-strong, self-motivated and resilient. You enjoy change.

We offer you:

• Work in a young, efficient and motivated team
• Assumption of a varied and interesting activity
• Company with very flat hierarchies, accordingly fast decision-making processes and an uncomplicated and direct communication culture
• Hybrid working model with office and home office days
• Appreciative atmosphere with flat hierarchies
• Attractive occupational pension scheme benefits
• Accident insurance in the private sector
• Employee offers in the telecommunications sector
• Various employee events
• and much more...

Are you interested? Then send your complete application documents including your salary expectations.

For further information about the position, please contact Gregor Vogt, Chief Marketing & Product Officer, at Tel. +41 58 400 24 37.