Batmaid

Customer Support

• You maintain close relationships with both clients and cleaning agents, ensuring smooth communication and a great service experience for everyone involved.
• When a last-minute change happens or a scheduling puzzle arises, you have to find the best outcome for both the client and the agent.
• You manage feedback, handle complaints professionally and help ensure that every service meets our quality standards.
• You keep information up to date, process contract changes, manage absences and support payroll-related questions from employees.

B2B Customer Service Representative – Part-time

• Once a client books via the app, you take the lead. You maintain close relationships with both clients and cleaning agents, ensuring smooth communication and a great service experience for everyone involved.
• Logistics can be tricky. When a last-minute change happens or a scheduling puzzle arises, you have to find the best outcome for both the client and the agent.
• You manage feedback, handle complaints professionally and help ensure that every service meets our quality standards.
• You keep information up to date, process contract changes, manage absences and support payroll-related questions from employees.

Customer Service Representative

Recruitment

• High-Volume Recruitment: Lead the end-to-end recruitment process primarily for local call center operators, ensuring a steady pipeline of qualified candidates.
• Support Function Hiring: Source, interview, and hire for various local support and administrative functions as the Lisbon office scales.
• Candidate Experience: Manage job postings, screen CVs, conduct initial interviews, and coordinate final interviews with hiring managers while ensuring a positive experience for all applicants.
• Onboarding: Facilitate the HR onboarding process for new hires to ensure a smooth transition into the company.
• Operational Support: Partner directly with the Director of Operations to support daily team management and cultivate a healthy work environment.
• Employee Relations: Boost employee's moral, increase engagement, guide and manage performance reviews, disciplinary actions, warnings, and terminations.
• Legal Compliance: Liaise with our external employment lawyers when necessary to ensure all HR actions comply fully with Portuguese labor laws.
• Office Management: Ensure the Lisbon office is a welcoming and productive environment. This includes managing office supplies, coordinating with vendors (e.g., cleaning, facility maintenance), and ensuring workstations are set up and ready for new hires.
• Event Coordination: Organize basic local team-building activities or in-office perks (e.g., team lunches, milestone celebrations) to boost employee engagement.
• Fiduciary Liaison: Act as the primary point of contact between the company and our external payroll fiduciary.
• Payroll Input & Checking: Accurately gather, input, and verify monthly payroll data (e.g., attendance, overtime, bonuses, absences).
• Finance Coordination: Liaise seamlessly with our internal Finance department to validate payroll data and ensure timely and accurate execution of monthly salary payments.
• Administrative support: drafting employment contracts, certificates, all legal HR documents related to our employees.

Talent Acquisition – HR Generalist

Chief Operating Officer

• Strategic Operations & Scalability
• Operational Excellence: Refining and unifying our service model across all regions to ensure consistent, high-quality management of our expanding workforce.
• Efficiency: Optimize the Cleaning Agent Lifecycle (Recruitment → Training → Payroll → Retention) & the Client (Onboarding, Retention, Upselling) to reduce churn and maximize quality.
• Tech-Enabled Operations: Partner directly with the CTO and Product teams to automate workflows, upgrade our operational tooling, and reduce manual overhead across the agent and client lifecycle.
• Departmental Leadership
• Recruitment & HR Admin: Oversee the high-volume recruitment engine and the complex HR administration (payroll and legal compliance) for 4’000+ cleaning agents.
• Customer Service: Lead the multilingual support teams to ensure industry-leading response times and satisfaction scores (set and enforce KPI’s at scale).
• The Academies: Drive the Swiss Cleaning Academy’s strategy, ensuring training programs are rigorous, scalable, and directly impact our 5-star service quality.
• International Management (Swiss & Lisbon Hubs)
• Manage the synergy between our Swiss headquarters and our Lisbon operational hub.
• Ensure cultural alignment and operational consistency across borders.
• Travel as needed to lead teams on the ground and audit local performance.
• Financial & Resource Management
• P&L Accountability: Manage the operational budget, monitor financial performance, and ensure capital is allocated efficiently to drive ROI.
• Resource Allocation: Ensure the company has the necessary infrastructure, technology, and human capital to meet its goals.
• Risk Mitigation: Identify operational risks and implement robust internal controls and compliance measures.
• Year 1 Success
• Establishing Global Delivery: Swiss and Lisbon operational hubs have been bridged into one unified engine.
• Ruthless Retention Focus: Churn across customers, cleaner and support staff is trending down.
• Repeatable Processes: A scalable quality-control framework is embedded, improving measures across your P&L.

B2B Customer Service Representative – Part-time

Customer Service Representative

Talent Acquisition – HR Generalist

Group Chief Operating Officer, COO