Customer Care & Support Manager

#LI-Hybrid.

Hey!

I am Paula, the recruiter for this role. I love traveling, especially to international destinations, and sushi is my favourite food. Additionally, I enjoy flamenco fashion and dancing sevillanas. As you can see, enthusiasm and diversity are part of my daily life. Lovely to meet you!

Perhaps this is the 10th Job Description you read today, sitting on your couch with Netflix playing in the background, or contemplating your life planning to refresh your career. I am sure by now all offers look the same.

I will be honest with you, at Zurich we do not claim to be perfect, but we are pretty cool! If you want to know why, keep reading!

But first, THANK YOU for showing interest in our company. We know that a job search can be challenging, but don’t worry, what goes around comes around!

Let’s get straight to the point! I will try to sum up our DNA in 2 essential points:

• We love volunteering but we prefer to be Change Activists. What does that mean? We focus our efforts in helping youths in risk of social marginalization and fighting climate change by reforesting parks or woods in Madrid and in the Doñana Forest. In 2024, we did more than 20,000 hours of activism.
• At Zurich we say it loud and clear: We are proud of our colors, we believe that a diverse and inclusive team makes the difference. We don’t discuss disability, we discuss capability! We want you to be yourself, without closets in between or glass ceilings making you fragile. 50% of our high responsibility positions are occupied by women (including our Executive Committee). Do you know that we produce our own podcasts about gender identity? We are building a company were everyone is welcome!

At this point you might be asking yourself: Paula, how will be my day to day wearing the blue sweater?  I asked that question too.

Zurich Resilience Solutions (ZRS) was launched in 2021 to support our commercial customers to enhance resilience ​in a rapidly changing world. We do this ​by offering risk prevention and mitigation services ​to proactively manage ​complex risks.

One of these services is Zurich’s Climate & Sustainability Solutions (C&SS), provided by ZRS’ team of specialists to help both customers and our business partners analyse and understand natural hazards- and climate change-related physical and operational risks, with the goal of developing risk management response measures. 

Your role would be to act as the first point of contact for customers purchasing a new digital B2B product, offered in a Software-as-a-Service model; with responsibilities ranging from support process definition to actively managing the processes after release.

Key responsibilities: 

During Project Development:

• Participate in the development of customer support strategies and policies
• Create and maintain operational support documentation such as FAQs, user guides, and manuals
• Provide feedback to the development team on customer issues and feature requests
• Assist in the creation of support metrics and KPIs to track customer satisfaction and support effectiveness

After the Product is Live:

• Be the first point of contact for our customers - Respond to customer inquiries via email, chat, or phone in a timely and professional manner
• Responsible for information requests and complaints management - Troubleshoot and resolve customer issues by identifying the root cause of the problem and providing a solution
• Escalate complex issues to the appropriate department or team member, and follow until successful closure to close the loop with customer
• Document customer interactions and resolutions in a CRM system
• Continuously improve support processes and procedures to enhance the customer experience
• Collaborate with cross-functional teams to identify product issues and suggest improvements
• Monitor and report on customer satisfaction metrics and KPIs to the management team
• Responsible for structured customer feedback collection and organization of processes (e.g., run NPS -type questionnaire)
• Regular exchange with Product Owner on future functionality development and new releases, and the commercial team to provide insights for advertising and sales efforts
• Upon commercial success, be open to building up and leading an international customer care team

If you want to take the opportunity to support a new digital product release, be the main contact to our customers, be part of a fast growing, ambitious and international team, with a high collaboration mindset, this role is made for you!

How do you know you fit in? I’ll explain:

Don’t worry, we are not asking you to save the planet or meet 100% of the requirements.   

• Customer care and support background with + 5 years practical experience, preferably in B2B environment, covering SaaS products. Experience in the Environmental, Social, and Governance (ESG) solutions fields is a plus
• Strong communication skills - the ability to communicate complicated concepts in a clear and compelling manner to our customers and internal stakeholders of various levels of technical proficiency
• Strong relationship management skills and customer-orientation
• Showcased a successful product launch that resulted in commercial success
• Fluent in written and spoken English and Spanish at a technical level. Any other language is an asset; German (preferred), French, Spanish, Dutch or Swedish are an advantage
• Commercial mindset with an ability to identify opportunities for providing services and a strong customer service orientation
• Excellent self-organization skills
• Good negotiation skills
• Strong nerves and optimism – someone who can support our customers calmly and in a positive spirit even at frequent releases of a new product
• Self-starter with a can-do attitude – someone who takes ownership and delivers tangible results
• Be passionate and proactive in sharing knowledge, experience, and working in a diverse team 

Right now, either you feel as great as when you fit into the right size of your jeans or you are thinking “this is not for me” (and that’s ok, we will meet again in a bright future). However, you can share my contact with those near you who you feel might be a fit to the job.

At Zurich we love to live life to the fullest. I would love to know how we can make you happy, but for me, balance between life and work makes the difference. Flexibility and digital disconnection are real and encouraged.

#PorSerDeZurich, you can choose the benefits that best fit your needs. We all know that “to each their own”.

• FlexWork: We love flexibility. We want to offer you a flexible hybrid mode so that you can organize your work schedule as you wish. We also offer you a home office extra bonus.
• We believe you learn by doing, which means we allow movement of our employees in between different departments, both locally and at an international level thanks to the program “Talent in Motion”. And so, you can further your knowledge and growth, we offer English classes, training, and a personal mentoring program.
• Flexible remuneration: You will be able to choose what suits you best! Choose from medical insurance, training, volunteering programs, kindergarten and so much more!
• At Zurich we know that putting a smile on someone else’s face is easier than you think! That’s why we are activists! We will gift you a whole working day to dedicate to the cause that is closer to your heart.
• Referral bonus if you bring other top talent like you! Just remember - we are not looking for perfection, so feel free to share my contact information with people you know who might be a good match, and I will be happy to meet them.
• If Sport Spice as always been your favorite, now is your chance to get fit! Marathons, gym discounts and much more! Are you ready to go?
• Do you prefer the beach or the mountains? You will have 25 vacation days, plus insurance day and your birthday to do all the things you love the most. But fear not, we mean real digital disconnection. Because we all know life is short and you deserve a good rest!
• At Zurich we think about the future, therefore offer a retirement plan and life insurance and discounts in banking and other insurance products.

If you managed to read up to this point, THANK YOU! We are pretty cool, aren’t we?

If you feel butterflies in your stomach and you think we are a match, send smoke signs… or your CV if you think the smoke thing won’t cut it.

And to top it off, do you want to know what Zurich employees think? I could tell you that we continue at the top of the Top Employers in Spain, but we would love you to hear it from our people by visiting our Glassdoor profile. No blessing in disguise!

I hope to meet you soon!

Paula Moreno.