Head of Customer Care — Switzerland

OneDoc; Genf; Hybrid; CHF 150,000 - 230,000; Full time

Benefits offered by this job

5 weeks vacation

Flexible hybrid

Team bonding

Monthly office events

Annual offsite

Strong team culture

Job summary

OneDoc, the leading Swiss healthcare platform, seeks a Head of Customer Care to unify Customer Success and Customer Support in a single mandate. You will own the journey from signed customer to long-term success, growth, and advocacy.

You will lead the Switzerland Customer Care strategy, drive retention, onboarding, and expansion, and manage Success and Support teams across Geneva and Zurich, with travel to Bern as needed. This role reports to the CEO and operates in a hybrid model.

Qualifications

• Bachelor’s or Master’s degree in Business Administration, Customer Experience, Healthcare Management, or a related field.
• 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 organizational 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 or Zurich, with the ability and willingness to travel frequently between Geneva, Zurich, and Bern.

Responsibilities

• Own the Customer Care strategy for Switzerland.
• Lead Customer Success: 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.
• Manage, coach, and grow Success Officers and Support Officers; set clear goals, review performance, and build career paths.
• Partner with Product to simplify and automate for efficiency gain.
• Key Accounts: ensure priority accounts receive appropriate attention across both success and support.

Skills

Customer Care Leadership

Retention & Churn

Cross-functional Collaboration

Data-driven Decision Making

Bilingual English/French

Education

Bachelor’s or Master’s degree

Tools

CRM systems

Data dashboards

Job description

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%)
• 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 or Zurich, with the ability and willingness to travel frequently between Geneva, Zurich, and Bern.

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.
• 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?