Head of Customer Care - Switzerland

About the role

OneDoc, a healthcare platform used by thousands of healthcare professionals and millions of patients in Switzerland, is looking for a Head of Customer Care to own the post-sale customer relationship end to end. The role unifies Customer Success and Customer Support under a single mandate, covering the journey from signed customer to long-term success, growth and advocacy. It is based in Geneva or Zurich, reports to the CEO and covers all language regions of Switzerland.

Key responsibilities

• Own the Customer Care strategy for Switzerland, including priorities, KPIs, team structure and continuous improvement.
• Lead Customer Success: onboarding, adoption, retention (including churn fight), upsell/expansion and account health across doctors, therapists and healthcare facilities.
• Lead Customer Support: daily requests, ticket resolution quality, response times and team performance.
• Protect the customer base, reduce churn and drive net revenue retention through proactive account management.
• Ensure new clients reach value quickly and use OneDoc Pro (Hub, Invoice, Visio, Emma...) effectively.
• Turn healthy accounts into new MRR, coordinating expansion with Sales.
• Manage, coach and develop Success Officers and Support Officers, set goals, review performance and build career paths.
• Own the daily processes of Customer Success and Support, partner with Product to simplify and automate, and channel customer feedback to Product and leadership.
• Ensure priority accounts receive appropriate attention and coordinate handovers with Sales and Product.

Required profile

• Bachelor's or Master's degree in Business Administration, Customer Experience, Healthcare Management or a related field; equivalent professional background also considered.
• At least five years of experience in a Customer Care, Customer Success or Customer Support leadership role, with proven people management.
• Strong track record in retention, churn reduction, onboarding, service quality and account expansion.
• Experience leading multidisciplinary teams and setting performance objectives.
• Fluent French and English; German or Swiss German is a significant asset.
• Based in Geneva or Zurich, with frequent travel between Geneva, Zurich and Bern.

What we offer

• 5 weeks of paid vacation.
• SBB Half Fare travel card reimbursement.
• Hybrid work (3 days on site, 2 days remote).
• Monthly office events, team bonding activities and an annual two-day offsite retreat.