Customer Success Associate
Liiva, Switzerland
Job Description
Liiva is an innovative new Swiss Proptech venture, developed through the partnership of Raiffeisen Bank and die Mobiliar. Founded in January 2021, the quickly growing team consists of experienced tech and entrepreneurial innovators, who are creating a company that unifies an agile approach and ethos with the exceptional market leadership and customer focus of its two parent companies. By harnessing the creative output of a diverse and talented team, Liiva is developing a cutting-edge platform to enable all those in Switzerland to meet their homeownership needs and dreams.
The burgeoning company culture at Liiva has already attracted some top-notch talent, and we are seeking many more to join at this early stage. For all those with a passion for helping to create, maintain, or transition through a home, being part of the Liiva story will allow you to contribute to that aim, and at the same time create a strong imprint on Liiva’s working culture.
We are looking for a Customer Success Associate to assist our customers with all their needs when using our product. This will include resolving customer queries, recommending solutions and guiding users through our platform’s features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust. Ultimately, you will help establish Liiva’s reputation as a company that offers excellent customer support and gives personalized and thorough assistance to enable users to benefit from all Liiva has to offer.
Please apply with a CV in English or German. Also to note, the position is set up to handle a 100% workload, but as we are building up many positions in the team, there is the flexibility to adjust this to 80-90%.
Your primary duties:
- Respond to customer queries in a timely and accurate way, via phone, email or chat
- Identify customer needs proactively and help them use specific features
- Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
- Update our internal databases with information about technical issues and useful discussions with customers
- Monitor customer feedback on social media and interact with users to solve their issues
- Inform customers about new features and functionalities
- Follow up with customers to ensure their technical issues are resolved
- Gather customer feedback and share with our Product, Sales and Marketing teams
- Represent the customer’s voice within Liiva to ensure the happiness of our users
Requirements
Must have’s
- Experience as a Customer Success Specialist or similar CS role
- Excellent communication and problem-solving skills
- Multi-tasking abilities
- Patience and creative thinking when handling tough cases
- Outstanding work ethic
- Swiss-German fluency, additional languages a plus
Nice to have’s
- Strong understanding of how CRM systems work
- Start-up experience
- Experience with digital solutions generally, or PropTech specifically
- Bachelor degree
Benefits
Joining this newly created role will deliver the biggest reward of all the chance to have a massive impact on increasing the ease and accessibility of the total homeownership lifecycle. This will be a fast-moving role, fit for a dynamic and responsible individual who is eager to shake up the status quo in real estate, and deliver some real value that touches the core experience of every person the home.
In addition, we offer a competitive compensation package, flexible working routines, generous hardware budget, and the pleasure of working with driven and inspiring colleagues!
About our Hiring Process
As a new company, our hiring process is set up to adapt to the needs of the individuals. In general, you can expect:
- a short HRvideocall
- an in-depth callwith the hiring manager
- subsequent calls withothermanagement members or team leads.
- Given the level of this role, a face-to-face interview(s) will likely occur near the end.
We respect your time and aim to move as quickly as possible!
We are a company that aims to enhance diversity and inclusivity at all levels. For this reason, we encourage all those meeting the job requirements to apply, regardless of gender, nationality, or other demographic indicators. In fact, if you’re reading this, feel free to remove the marital/child status from your CV. This is really none of our business and doesn’t impact our assessment of candidates in the