Multilingual Private Support Lead— Real Estate&Escalations, Zürich (Kreis 11)

Position: Full-time

Job Description As a Private Customer Support Expert in the Private Customer Support Team Real Estate, you will play a crucial role in ensuring high-quality and reliable handling of customer inquiries, including complex and escalated cases. This role allows you to drive quality and continuous improvement of operational workflows while enabling and supporting the support team and contributing to our overarching goals and mission.

Handling customer inquiries across multiple platforms (Homegate, ImmoScout24, Flatfox) in Dutch, French, Italian, and English, ensuring a professional and customer‑oriented communication;

Managing and resolving complex and escalated cases, including legally or reputationally sensitive topics;

Driving quality assurance through ticket reviews, audits, and continuous improvement of support processes;

Maintaining and evolving support guidelines, FAQs, and knowledge‑base content;

Coaching and onboarding support agents, providing expert guidance on quality and complex cases.

Your responsibilities will evolve as we grow.

Qualifications

Several years of experience in Customer Support or Customer Service;

Strong expertise in support processes, tools, and handling escalations;

Excellent communication skills in German, French, and English, and good communication skills in Italian;

High quality and service orientation with a strong sense of ownership;

Structured, solution‑oriented mindset with the ability to work independently.

Benefits

6 weeks of holidays per year (plus option to buy 10 extra);

40‑hour work week with flexitime (capped at 45 hours);

Generous parental leave: 18 weeks for maternity and 6 weeks for paternity/adoption;

SBB Half‑Fare Card and first‑class travel between SMG offices in Switzerland;

Gender‑neutral pay and transparent career paths;

An inclusive and innovative environment where your voice matters.

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