Head of Customer Service

Client Services · Zürich, ZH
Department Client Services
Employment Type Full-time / Part-time
Minimum Experience Experienced

True Wealth is the Swiss pioneer in online wealth management, enjoying exceptional customer growth. With 12’000 clients trusting our investment platform and expertise with their savings and wealth, we care deeply about making investing simpler, more transparent and fun. We do so in the most cost efficient way to empower our customers with the benefits of digitalisation.


We are looking for a Head of Customer Service to lead our Customer Service team. The team has three areas of responsibilities:


Compliance (with KYC requirements)

  • Onboarding KYC (review and signing off on each onboarding as per our internal compliance guidelines)
  • On-going KYC (regularly reviewing existing customers as per our internal compliance guidelines), liaising with clients, custodian banks and our compliance team


Client satisfaction (loyalty)

  • Take questions from customers via email and phone (and other channels in the future)
  • Liaise with clients, custodian banks and internal stakeholders upon special client situations or client requests
  • Bring forward client feedback internally


Lower funnel conversion

  • Follow up on prospects and pending onboardings in a timely fashion.
  • Take questions from prospects via email and phone (and other channels in the future)
  • Bring forward topics resonating with prospects internally


Responsibilities

In this role you head a team of client specialists (currently four part-time employees) to keep clients happy and loyal, increase and maintain a high conversion in the lower funnel and to ensure efficient implementation of AML compliance processes.

 

In addition, you help us advance the digitization of our customer interaction in the lower funnel.


Tasks

  • You manage and develop a team of part-time client specialists allowing to manage peak capacity demands throughout the year and increase conversion of prospects and pending signups.
  • You make sure the quality of written and oral interactions is consistently high (accurate, empathic, in line with our investment approach and our legal and regulatory requirements). You maintain a collection of guidelines and templates for lower funnel client interaction.
  • With your team, you further increase conversion of pending signups by following up via email, phone or other ways of communication.
  • You liaise with the marketing and engineering team on marketing automation (auto-emails, in-app posts) to increase conversion of prospects (virtual test accounts), pending signups and to increase CLTV (increase net inflows, decrease churn). You liaise with marketing to identify what resonates with prospects and clients and how to extend the communication journey.
  • You keep the growth of our Customer Service team sub-linear while improving client experience and satisfaction. You identify the most valuable opportunities to further digitalise client interaction, specifying Jira stories, assuming a product owner role for client service automation.


Profile

  • You have several years of experience in a relevant role at the intersection of technology and customer support, involving automation of customer communication. Knowledge and experience of wealth management and KYC/AML processes a plus.
  • You have a passion for customer interaction, technology, investing and finance.
  • You have team leader skills, but you are also hands-on. Experience in a team management role a plus.
  • You can easily integrate and collaborate with a diverse team of finance experts, marketing professionals and software engineers.
  • You have an analytical and visionary spirit combined with a structured work approach and excellent communication skills in English and German.
  • Experience in machine learning, natural language processing, requirements engineering and product owner roles a plus.


What we offer

  • You will take on a key management position in Switzerland's up-and-coming online asset manager and make a significant contribution to our success
  • Exciting function in a dynamic growth field with a lot of creative scope and great impact
  • Your work is varied and autonomous and has interfaces with all relevant company divisions
  • Flexible working hours (part-time 75-100% possible), attractive benefits and a competent, dynamic and motivated team that supports you in your work and makes it easy for you to go above and beyond.
  • Work location: Modern office in Zurich (near Zurich Binz SZU station, 2 stops from the main train station), flexible home office policy.
  • Read more about our values here: Our values


Are you up for the challenge? Get in touch with us with a copy of your CV/resume. Please note that you need to have a work permit for Switzerland. 


We do not accept candidates from third parties or recruitment agencies.

Thank You

Your application was submitted successfully.

  • Location
    Zürich, ZH
  • Department
    Client Services
  • Employment Type
    Full-time / Part-time
  • Minimum Experience
    Experienced