Head of Operations & Customer Service [REMOTE]

Hi there!

Are you ready to take the reins and drive operational excellence in a small but ambitious company? We're ofri, a team of 10 dedicated individuals, and we're on the lookout for an Operations Manager to help us streamline our processes and propel us toward our goals.

About us

At Ofri, we take pride in fostering candid collaboration, encouraging self-initiative, prioritizing customer satisfaction, all while maintaining a pragmatic mindset.

Our company aims to be the most trusted co-pilot for remodelling projects, and we're committed to delivering exceptional results to our customers.

Role Overview

As our Head of Operations & Customer Service, you will play a pivotal role in overseeing and optimising our day-to-day operations, fostering our company culture and lead our customer service department.

This role is perfect for ambitious individuals seeking to advance their careers and who possess a strong passion for both people and processes.

Tasks & Responsibilities

Aufgaben

People & Operations

• Oversee all aspects of people operations, from recruitment to off-boarding.
• Foster our company culture and internal communication : organise company retreats, run workshops, maintain our company handbook.
• Manage and streamline internal processes to improve workflows and eliminate bottlenecks.
• Spearhead cross-department projects.
• Contribute to the OKR planning process.
• Oversee company assets and access, such as employee laptops, software accounts, etc.

Customer Service

• Lead, manage and develop a team of 3 customer service professionals to ensure outstanding service quality, high employee retention and goal achievement.
• Oversee all aspects of the department : customer support, customer success and quality assurance of our service providers.
• Strategic departmental planning.
• Monitor customer service KPIs (CSAT, response time, etc.).
• Lead the roll-out of our customer service department in French language.
• Have a hands-on approach by regularly handling some front desk tickets & calls yourself

Qualifikation

Requirements

• At least Bachelor's degree - we’re open to both Arts and Science degrees.
• Proven track record in an Operations- or Customer Service related role in a small company (10 to 25 employees).
• Previous experience in people management.
• Strong analytical skills.
• Excellent project management skills.
• Native German speaker, fluent in English.
• Fluent in French is a big bonus.
• Capable of multitasking, prioritising effectively, and solving problems in a dynamic environment.
• Strong leadership and decision-making skills, with the ability to drive results and foster a collaborative team environment.
• Important : we're seeking candidates based in Europe to ensure manageable travel times for on-site meetings and minimal timezone differences.

Please note : we welcome applicants even if they are not a 100% match for the requirements listed. We have former Sound Engineers, Biologists, and Car Mechanics on our team.

We've learned that there's never a perfect fit; what's important to us are attitude and behavior, as skills can be acquired.

Benefits

• 100% remote job.
• Competitive salary.
• Flexible working hours We believe in a good work-life balance.
• Laptop and hardware, Home-office setup budget, Educational budget.
• Annual Company retreats.
• Bi-weekly colleague online coffee chats.
• Fun and friendly remote work environment with a motivated, helpful, and international team where we don’t take ourselves too seriously and support each other.
• You can contribute and take responsibility from day one - your opinion matters!

More about us

We are a Swiss company that operates fully remotely. We are super passionate about developing an excellent remote work culture and ensuring that not only the customers, but the team feels heard, welcome, and appreciated.

We are currently 10 people and a fully self-funded company. We welcome people into our team regardless of gender, ethnic origin, religion, age, sexual identity or disability.

Ofri aspires to be Switzerland’s leading and most used online platform connecting handy workers and people who are renovating their homes.