Head of Customer Care — Switzerland

OneDoc; Genf; Hybrid; CHF 140.000 - 190.000; Vollzeit

Benefits dieser Stelle

Vacation 5 weeks

Travel card reimbursement

Hybrid working

Team events

Offsite retreat

Zusammenfassung

OneDoc, the leading healthcare platform in Switzerland, is seeking a Head of Customer Care to own the end-to-end post-sale relationship across Switzerland. You will unify Customer Success and Customer Support, ensuring onboarding, retention, expansion, and advocacy with a data-driven, patient-focused approach.

The role leads Customer Care in Switzerland, manages Success and Support teams, and collaborates with Sales and Product to drive value and growth. Geneva-based with hybrid work.

Qualifikationen

• Requires a university degree in business or healthcare management or related field.
• Minimum five years in a leadership role within Customer Care/Success/Support.
• Proven track record in retention, onboarding, and account expansion.
• Strong cross-functional, data-driven decision making and process ownership.
• Fluency in French and English; German considered a plus.

Aufgaben

• Own the Customer Care strategy for Switzerland and KPIs.
• Lead Customer Success: onboarding, adoption, retention and upsell.
• Lead Customer Support: ticket resolution, response times, quality.
• Own the customer lifecycle from go-live to long-term success.
• Develop teams and career paths; partner with Product for improvements.
• Coordinate with Sales and Product for smooth handovers and feedback.

Kenntnisse

Customer-centric

Data-driven

Cross-functional collaboration

People management

Leadership

SaaS/healthtech experience

Fluent in French and English

Ausbildung

Bachelor’s or Master’s degree

Tools

OneDoc Pro (Hub, Invoice, Visio, Emma…)

Jobbeschreibung

OneDoc is the leading healthcare platform in Switzerland. Today, more than 16'000 healthcare professionals and 3 million patients use our services every day. You may even be one of them!

Our mission is simple: make interactions between health professionals and patients easier. To achieve this, we rely on a young and dynamic team of more than 80 people across five offices in Switzerland.

The Role

Own the post-sale customer relationship end to end. The Head of Customer Care unifies Customer Success and Customer Support under a single mandate: keep OneDoc customers onboarded, promoter, retained, and growing, while ensuring every support interaction reflects OneDoc's standard of care. The role owns the journey from signed customer to long-term success, growth, and advocacy.

• Own the Customer Care strategy for Switzerland, including priorities, KPIs, team structure, and continuous improvement initiatives.
• Lead the Customer Success function: onboarding, adoption, retention including churn fight, upsell/expansion, and account health across doctors, therapists, and healthcare facilities.
• Lead the Customer Support function: daily support requests, ticket resolution quality, response times, and support-team performance.
• Own the customer lifecycle from go-live onward, coordinating tightly with Sales (handover) and Product (feedback loop).
• Be accountable for the health, structure, and development of both the Customer Susccess and Support teams in Switzerland.

Position Overview:

• Contract type: Permanent
• Employment type: Full-time (100%)
• Location: Geneva
• Start date: As soon as possible
• Work model: Hybrid (3 days on-site / 2 days remote)
• Team: Customer Care
• Reports to: CEO
• Scope: Switzerland (all language regions)

Key Responsibilities

• Retention & churn: Protect the existing customer base; reduce churn and drive net revenue retention through proactive account management.
• Onboarding & adoption: Ensure new clients reach value quickly and use OneDoc Pro (Hub, Invoice, Visio, Emma…) to its full potential.
• Upsell & expansion: Turn healthy accounts into new MRR, coordinating expansion motions with Sales.
• Support quality: Uphold and raise support standards — sentiment, answer accuracy, resolution speed, and the % promoter target.
• Team leadership: Manage, coach, and grow Success Officers and Support Officers; set clear goals, review performance, and build career paths.
• Process & efficiency: Own the Customer Success and Support daily process. Partner with the Product department to simplify and automate for efficiency gain.
• Key Accounts: Ensure priority accounts receive appropriate attention across both success and support.
• Voice of the customer: Channel structured customer feedback to Product and leadership.

Key Interfaces

• Sales: Clean handover of new customers; feedback on deal fit and expansion signals.
• Product & Engineering: Recurring issues, feature requests, and sync/partner-software problems.
• CEO: Reporting on retention, support health, and team performance.

Required Qualifications

• Bachelor’s or Master’s degree in Business Administration, Customer Experience, Healthcare Management, or a related field; an equivalent professional background will also be considered.
• Minimum five years of experience in a comparable Customer Care, Customer Success, or Customer Support leadership role, including proven people-management responsibility.
• Strong track record in customer retention, churn reduction, onboarding, service quality, and account expansion.
• Experienced in leading multidisciplinary teams, setting performance objectives, coaching employees, and developing efficient customer-facing processes.
• Customer-centric, hands-on, and data-driven leader with strong organisational and decision-making skills.
• Comfortable working cross-functionally with Sales, Product, Engineering, and senior leadership.
• Experience in SaaS, healthtech, or the Swiss healthcare sector is a strong advantage.
• Fluent in French and English; German or Swiss German is a significant asset.
• Based in Geneva, with the ability and willingness to travel frequently to Zurich and Bern.

Recruiting Process

We are committed to providing you with a transparent, respectful, and human recruitment experience. Here is what you can expect:

1. Introductory interview with our HR team: A first conversation to get to know you, learn more about your background, sales experience, and previous achievements. We will also explore how your skills and way of thinking align with the goals of our Sales team.

2. On-site presentation: You will come to our offices to introduce yourself and show us your approach. The interview is collaborative and focuses on your problem-solving skills, customer approach, and ability to handle real-life situations.

3. Reference check: We will speak with one or more former colleagues or managers to better understand how you work within a team and the impact you have had in your previous roles.

4. Final interview with our CEO: A final conversation where you will have the opportunity to ask any remaining questions about OneDoc and our vision. We also want to make sure there is a strong mutual fit.

What We Offer

Time to rest – 5 weeks of paid vacation to recharge.

Commute support – SBB Half Fare travel card reimbursement.

Flexible hybrid working – Work from home and office in a way that fits your life.

Team bonding – Ping-pong, table football, and a fully stocked kitchen.

Celebrations – Monthly office events to relax and connect.

Annual offsite – Two-day team retreat in the Swiss mountains.

Strong team culture – Join a team of talented and driven people who support each other, share knowledge, and take pride in building impactful solutions together.

Ready to lead customer care and help shape the future of digital healthcare?