Senior Operations Associate

<p>Here at Batgroup, our objective is to become the global leader in providing “well-being at home” with high-quality cleaning services. With 150 employees and more than 4.000 Trusted Professional Cleaning Agents with headquarters based in Switzerland and expanding across Europe, we are making that a reality. Batgroup was created in order to reinforce our primary mission: the fight against Black Market and making sure that the cleaning industry workers have the coverage and insurance that they should benefit from. Within the Batgroup, we have a variety of identities that we provide, allowing a large assortment of services, from booking a cleaning through Batmaid to hiring their house cleaning employees through Batsoft.</p><p>Start Date: Immediately or by mutual agreement</p><p></p><p><strong>Responsibilities: </strong></p><p></p><ul> <li>Oversee the coordination of cleaning schedules and agent assignments to match customer needs</li> <li>Handle operational issues such as agent absences, cleaning quality, damages, and schedule amendments</li> <li>Follow up with customers at onboarding and throughout the service lifecycle to ensure satisfaction</li> <li>Serve as the go-to contact for agents with questions around contracts, payroll, or performance</li> <li>Support agent onboarding and ensure compliance (e.g. valid work permits, CRM availability)</li> <li>Review contract cancellations and escalated cases, taking steps to improve agent and client retention</li> <li>Track agent performance and maintain close follow-up with your 10 best and 10 least reliable agents</li> <li>Conduct regular client and agent calls, including quality follow-ups and reactivation of past clients</li> <li>Collaborate with other departments as needed and contribute to internal projects</li> <li>Handle specific tasks such as processing damages, requesting discounts, issuing vouchers or reimbursements</li> <li>Ensure unworked hours are minimized by optimizing agent availability and schedule coverage</li> <li>Report directly to the Chief of Staff, who oversees our expansion in European markets</li> </ul><p><strong>Requirements</strong></p><ul> <li>Previous experience in operations or customer service, ideally in a fast-paced environment</li> <li>Strong organizational and communication skills, with a hands-on problem-solving attitude</li> <li>Fluent in German and English</li> <li>Confidence in working with digital tools and CRM systems</li> <li>A proactive, structured and reliable work ethic</li> </ul>