Coople Switzerland

Customer Support

• Part of our London-based team working on the German-speaking market in Switzerland
• Deliver high level support to worker and client base
• Respond to customer queries via phone, email and chat in a timely and professional manner
• Troubleshoot and resolve customer issues ensuring a positive customer experience
• Collaborate with other departments to escalate and resolve complex issues
• Management of customer engagement tool
• Collection of customer feedback on our platform to support further development by the Product and Marketing teams
• Onboarding and training period onsite in London, role can be done fully remote afterwards
• Work cadence: Friday–Saturday–Sunday–Monday (4 days/week) in fixed shifts starting 08:30 until 17:00 (30 minutes break)

Customer Support Coordinator, German-speaking

Account Manager

• Gérer et développer les relations avec les partenaires existants (évaluer potentiel, définir stratégies de croissance, maintenir dialogue, négocier, renouveler contrats, identifier opportunités)
• Suivre et analyser l'évolution du marché et des clients (prévisions et rapports internes) pour identifier opportunités de vente
• Servir de lien entre les clients et les équipes internes (marketing, légal, opérations, développement produit)
• Planifier et coordonner les processus internes pour les comptes

• Lead, motivate and manage the UK Customer Support team, ensuring high performance, engagement and professional development
• Oversee team scheduling and staffing, optimising resources to maintain efficiency
• Provide continuous coaching and mentorship, driving performance against KPIs and maintaining high CSAT scores
• Document, refine and automate team processes with the help of AI to enhance efficiency and service quality
• Provide hands-on support to the team in daily operations, with increased involvement during peak periods or staff absences
• Gather and relay customer feedback, collaborating with Operations, Commercial, Marketing and Product teams to improve customer experience
• Handle compliance escalations and direct cases to appropriate teams
• Recruit, onboard and train new team members to ensure smooth integration into roles

Customer Support Coordinator, German-speaking

Account Manager

Customer Support Manager