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 professional further development of processes and digital solutions in the Customer Operations area for Homegate, ImmoScout24 and Flatfox. You identify recurring concerns and causes, develop professional 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 first-hand. You contribute your observations specifically to the further development of processes and solutions. At the same time, you ensure that changes work in everyday work and that complex concerns are solved on a sound professional basis.

Your Tasks

You analyze customer concerns, process workflows and quality data and support the Team Lead in identifying fields for action and prioritizing improvements.
You develop professional 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 professional 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 professional quality through clear decision-making bases, work guidelines and targeted coaching in 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 in an audience-appropriate manner.
Strong AI affinity and interest in professionally helping to shape new AI applications.
Very good analytical, conceptual and communicative skills as well as the ability to involve different stakeholders and advance decisions.
German and English fluent in spoken and written (at least C1); French or Italian from B2 level is a great advantage.

What Distinguishes You

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

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

Additional Information
What we offer you

6 weeks holiday (with the possibility to buy up to 10 additional days)
40-hour week
18 weeks maternity leave and 6 weeks paternity leave. Also applies in the case of 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 the SMG locations in Switzerland

Application Process
We consider the hiring process to be a mutual exchange in which both sides get to know each other. This is what to expect:

Video interview with recruiter (30 min.)
Video interview with Hiring Manager incl. 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 works primarily directly with applicants. We do not accept unsolicited resumes or candidate profiles from recruitment agencies unless we have explicitly requested their support for specific positions.
All submissions without prior inquiry by our Talent Acquisition Team will neither be considered nor confirmed.
We thank the recruitment agencies for their understanding and their cooperation in complying with this policy.