Head of Customer Care

One Doc is the leading healthcare platform in Switzerland. Today, more than 16'000healthcare professionals and 3million patients are using our services every day. You may even be one of them!

Our mission is simple: make interactions between health professionals and patients easier. To achieve this, we can count on a young and dynamic team of more than 80 people spread in five offices all around Switzerland.

Own the post-sale customer relationship end to end. The Head of Customer Care unifies Customer Success and Customer Support under a single mandate: keep One Doc customers onboarded, promoter, retained, and growing, while ensuring every support interaction reflects One Doc's standard of care. The role

Own the post-sale customer relationship end to end. The Head of Customer Care unifies Customer Success and Customer Support under a single mandate: keep One Doc customers onboarded, promoter, retained, and growing, while ensuring every support interaction reflects One Doc's standard of care. The role owns the journey from signed customer to long-term success, growth, and advocacy.

• Own the Customer Care strategy for Switzerland
  , including priorities, KPIs, team structure, and continuous improvement initiatives.
• Lead the Customer Success function: onboarding, adoption, retention including churn fight, upsell/expansion, and account health across doctors, therapists, and healthcare facilities.
• Lead the Customer Support function: daily support requests, ticket resolution quality, response times, and support-team performance.
• Own the customer lifecycle from go-live onward, coordinating tightly with Sales (handover) and Product (feedback loop).
• Be accountable for the health, structure, and development of both the CS and Support teams in Switzerland.

Position overview:

• Team: Customer Care
• Reports to: CEO
• Scope: Switzerland (all language regions)
• Start date: As soon as possible
• Work model: Hybrid (minimum 3 days on-site / 2 days remote)

• Retention & churn: Protect the existing customer base; reduce churn and drive net revenue retention through proactive account management.
• Onboarding & adoption: Ensure new clients reach value quickly and use One Doc Pro (Hub, Invoice, Visio, Emma…) to its full potential.
• Upsell & expansion: Turn healthy accounts into new MRR, coordinating expansion motions with Sales.
• Support quality: Uphold and raise support standards — sentiment, answer accuracy, resolution speed, and the % promoter target.
• Team leadership: Manage, coach, and grow Success Officers and Support Officers; set clear goals, review performance, and build career paths.
• Process & efficiency: Own the Customer Success and Support daily process. Partner with the Product department to simplify and automate for efficiency gain.
• Key Accounts: Ensure priority accounts receive appropriate attention across both success and support.
• Voice of the customer: Channel structured customer feedback to Product and leadership.

• Sales: Clean handover of new customers; feedback on deal fit and expansion signals.
• Product & Engineering: Recurring issues, feature requests, and sync/partner-software problems.
• CEO: Reporting on retention, support health, and team performance.

• Bachelor’s or Master’s degree in Business Administration
  , Customer Experience, Healthcare Management, or a related field; an equivalent professional background will also be considered.
• Minimum five years of experience in a comparable Customer Care, Customer Success, or Customer Support leadership role, including proven people‑management responsibility.
• Strong track record in customer retention, churn reduction, onboarding, service quality, and account expansion.
• Experienced in leading multidisciplinary…