42hacks

Head of Participant Experience – Customer Support

42hacks

full-time

Posted on:

Location Type: Remote

Location: Switzerland

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Job Level

Lead

About the role

  • Responsible for the entire participant experience — from registration to conversion
  • Community management: WhatsApp sequences, motivational content, daily support for participants throughout the challenge
  • Conversion campaigns: Move participants to a public transport subscription after the challenge through personal advice, webinars and smart nudges
  • Hands-on customer support: You personally answer tickets, step in during peaks, and are sometimes available in the evenings when it’s urgent
  • Team leadership: You manage Jan (Support) and additional working students, set quality standards and ensure quick, empathetic responses
  • Webinars: Organize and run weekly onboarding and switcher webinars — moderate yourself when needed
  • Analyze support patterns: When 50 people ask the same question, you improve the journey so the question no longer appears
  • Success stories: Support participants, collect testimonials and track NPS
  • Social media: Create content that activates participants and grows the community
  • my-mo support (20%): Ensure the support team also delivers high-quality support for my-mo

Requirements

  • Experience in community management, customer experience or customer support — ideally in a fast-scaling environment
  • Hands-on mentality: You don’t just delegate, you join in. Answering support tickets is not “beneath you”
  • Experience leading small teams or working students
  • Excellent German (written and spoken) — Swiss German is a plus
  • Sense for conversion: You understand how to move satisfied participants to the next step
  • Self-responsibility and proactivity — you don’t wait for instructions
  • Digitally fluent: Comfortable with WhatsApp Business, email automation and dashboards
  • Big plus: French — we are expanding into Romandy
  • Experience with public transport, mobility or sustainability topics
  • Experience with WhatsApp automation (Wati or similar) or chatbots
  • Data-driven working: A/B tests, conversion rates, NPS analysis
Benefits
  • Meaningful work: You help thousands of people travel more sustainably
  • Remote-first: Work from where you want, with a monthly team meetup in Trogen (AR)
  • Small, fast-moving team: No bureaucracy, short decision paths, lots of room to shape things
  • Market-competitive salary
  • Free mobility
  • Measurable impact: Every conversion is one fewer car on the road
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
community managementcustomer experiencecustomer supportteam leadershipA/B testingconversion rate analysisNPS analysisWhatsApp automationchatbotsemail automation
Soft Skills
hands-on mentalityself-responsibilityproactivityempathycommunicationteam managementproblem-solvingcontent creationmoderationsupport