Product and Process Development, Customer Support Real Estate (m/f/d) | 80-100% | Hybrid | Zurich

Product and Process Development, Customer Support Real Estate (m/f/d) | 80-100% | Hybrid | Zurich

Company Description

Welcome to SMG Swiss Marketplace Group AG

SMG is a pioneering network of online marketplaces and a leading European digital company that simplifies people's lives with future-oriented products. We operate leading marketplaces in the fields of Real Estate, Automotive, General Marketplaces, and Finance & Insurance. Our actions are guided by our values: Better Together, Aim High, and Act Responsibly.

Job Description

You will support the Team Lead in the technical further development of processes and digital solutions in the Customer Operations area for Homegate, ImmoScout24, and Flatfox. You will identify recurring concerns and causes, develop technical assessments and suggestions for improvement, and coordinate them with the Team Lead as well as Product and Engineering.

As an integral part of your work, you will be involved in the day-to-day support operations yourself, handling customer inquiries up to escalations, and recognizing recurring problems and potential for improvement firsthand. You will specifically contribute your observations to the further development of processes and solutions. At the same time, you will ensure that changes work in everyday work and that complex issues are resolved with sound technical expertise.

Your Tasks

• You will analyze customer inquiries, process flows, and quality data and support the Team Lead in identifying areas for action and prioritizing improvements.
• You will develop technical requirements and suggestions for process improvement and support the Team Lead in their coordination, implementation, and impact control.
• You will work closely with Product and Engineering on AI-supported support solutions: You will contribute technical use cases and assess results, risks, and quality criteria.
• You will regularly handle customer inquiries for Homegate, ImmoScout24, and Flatfox and take on complex and escalated cases, if necessary in collaboration with Legal.
• You will strengthen technical quality through clear decision-making bases, work guidelines, and targeted coaching within the team.
  

Qualifications

• Professional experience in product management, process development, business process engineering, or a comparable function, as well as proven experience in customer support or customer service, ideally in digital customer processes. You have managed complex cases and escalations and contributed to process improvements.
• Very good understanding of digital customer processes, quality management, and technical decision-making. You structure complex issues clearly, assess risks, and present decisions appropriately to the target audience.
• Strong AI affinity and interest in shaping new AI applications from a technical perspective.
• Very good analytical, conceptual, and communication skills, as well as the ability to involve different stakeholders and drive decisions forward.
• Fluent in German and English, both spoken and written (at least C1); French or Italian from B2 level is a great advantage.
  

What Sets You Apart

You recognize the connections between customer inquiries, digital products, and internal processes. You bring a networked way of thinking, analytical curiosity, and enjoyment in collaborating with various specialist departments. In doing so, you keep the needs of the customer and the daily reality of support in mind.

Your tasks will evolve with our products, processes, and AI applications.

Additional Information

What We Offer You

• 6 weeks of vacation (with the option to buy up to 10 additional days)
• 40-hour week
• 18 weeks of maternity leave and 6 weeks of paternity leave. Also applies to adoption.
• Flexible working models (work-life balance is very important to us)
• Access to platforms for mental health, well-being, and counseling
• Half-fare travelcard for public transport and 1st class travel by train between SMG locations in Switzerland

Application Process
We see the hiring process as a mutual exchange in which both sides get to know each other. What awaits you:

• Video interview with Recruiter (30 min.)
• Video interview with Hiring Manager including technical assessment (60 min.)
• Team Fit Meeting (45 min.)

#LI-Hybrid

About Us

SMG Swiss Marketplace Group AG is a pioneering network of online marketplaces and an innovative digital company that simplifies people's lives with future-oriented products.

SMG Swiss Marketplace Group AG offers customers the best tools to support them in important life decisions. The portfolio includes Real Estate (ImmoScout24, Homegate, Flatfox, CASASOFT, IAZI), Automotive (AutoScout24, MotoScout24), General Marketplaces ( , , ) and Finance & Insurance (FinanceScout24, ).

Disclaimer / Notice for Agencies

SMG Swiss Marketplace Group AG works primarily directly with applicants. We do not accept unsolicited resumes or candidate profiles from recruitment agencies unless we have expressly requested their support for specific positions.
All submissions without prior request from our Talent Acquisition team will neither be considered nor confirmed.
We thank recruitment agencies for their understanding and cooperation in adhering to this policy.

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