Operations & Customer Success Associate

The role of the Operations Associate is to handle the requests from customers and cleaners, as well as ensuring correct information is collected in the Batmaid Platform to enable the smooth planning, execution and billing of cleaning services.

Who We Are

At Batgroup, our mission is clear: to become the global leader in well-being at home. We're a team of over 150 employees, supported by 4,000+ Trusted Professional Cleaning Agents across Europe. Headquartered in Switzerland, we're expanding rapidly across Europe, driven by a commitment to innovation, growth, and social impact. We believe in delivering high-quality home services while ensuring our workers receive the protection and respect they deserve.

In partnership with ONET in Luxembourg, we joined forces to provide an extensive range of cleaning services.

What You'll Be Doing

Operations Management:

• Amend cleaning schedules according to customer and agent needs
• Ensure cleanings are accepted by agents in a timely manner
• Troubleshoot issues with cleaning execution such as access or material
• Check-in with customers at onboarding and at a defined rhythm
• If there is a gap between agents availability and bookings, creating missing hours, an amendment must be sent in coordination with managers.
• Client Status: Explain the situation (good or bad) with some clients.

Customer Experience: 

• Ensure our B2C, B2B, and End-of-Tenancy services run smoothly, delivering top-tier experiences to our customers.
• Ensure customers have up to date payment information
• Process damages and cleaning quality issues

Customer Success: 

• Improve our clients retention by solving problems relating to agent absences, handling different kind of complaints with care and cleverness, insuring a 5* service and gathering feedback on our performances.
• Ask a discount approval to the manager if need to give a discount to a client
• Make calls to clients to follow up on cleanings. 
• Keeping in mind customers' satisfaction to increase rating on Google and other rankings. 

Agent management: 

• Provide our cleaning agents with the support they need in their daily routine by answering their questions and requests.
• Process agent absences according to defined absence guidelines
• Answer agent questions regarding contracts and payroll
• Provide feedback to agents regarding their performance, escalating where required
• Trigger the changes to agent contracts according to guidelines
• Help onboard and follow new agents during their initial time at Batmaid
• Contribute to the planning and execution of agent and customer events
• Make weekly calls to all your agents.
• Double check that all new agents have updated availability on the platform.
• Agent Status: Explain the situation (good or bad) with some agents. 
• 10 worst agents: follow the worst 10 agents in your zone who are not reliable right now. They might need to be terminated, or to get coaching calls, trainings, follow up. 

Operational Strategy: 

• Collaborate with our leadership to streamline processes and enhance our operational efficiency.
• Make Sales calls to hot deals, for instance customers who had "Once" and we need to call them to reactivate them to book a frequency. 
• Being available to help and handle new projects from the Management if needed
• Communicate with colleagues in Operations and other departments if needed to have a smooth communication in the company.  

We're looking for someone who's ready to roll up their sleeves and make an impact. This is what makes you successful:

• You are an innovative, fast learner who's up for the challenge of working in a fast-growing, agile company. You are eager to learn new things and accomplish different tasks.
• You are at ease both orally and in writing.
• You are detail-oriented and solution-oriented.
• You take responsibility for individual tasks and see files through to completion.
• You can work independently and as part of a team.
• You want to develop both professionally and personally.
• You want to work in an international and multicultural environment.
• You speak English and French to a minimum level of B2, any other language being considered an asset.
• You ideally have one or more previous experiences in customer service.

Ready to Join Us?