Hybrid Senior Operations Associate presso Batgroup

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.

Start Date: Immediately or by mutual agreement

Responsibilities: 

• Oversee the coordination of cleaning schedules and agent assignments to match customer needs
• Handle operational issues such as agent absences, cleaning quality, damages, and schedule amendments
• Follow up with customers at onboarding and throughout the service lifecycle to ensure satisfaction
• Serve as the go-to contact for agents with questions around contracts, payroll, or performance
• Support agent onboarding and ensure compliance (e.g. valid work permits, CRM availability)
• Review contract cancellations and escalated cases, taking steps to improve agent and client retention
• Track agent performance and maintain close follow-up with your 10 best and 10 least reliable agents
• Conduct regular client and agent calls, including quality follow-ups and reactivation of past clients
• Collaborate with other departments as needed and contribute to internal projects
• Handle specific tasks such as processing damages, requesting discounts, issuing vouchers or reimbursements
• Ensure unworked hours are minimized by optimizing agent availability and schedule coverage
• Report directly to the Chief of Staff, who oversees our expansion in European markets

Requirements

• Previous experience in operations or customer service, ideally in a fast-paced environment
• Strong organizational and communication skills, with a hands-on problem-solving attitude
• Fluent in German and English
• Confidence in working with digital tools and CRM systems
• A proactive, structured and reliable work ethic