Senior Customer Relations Manager

Relio is a Swiss Fintech company with offices in Zurich and Belgrade. We have launched fully digital business accounts for freelancers, SMEs, start-ups, and corporate clients. Our offering is built on compliance technology that allows us to serve companies with complex business setups. In this premium market segment, your role as a Senior Customer Relations Manager will be crucial in delivering exceptional services to our clients and driving the success of our venture.

As a Senior Customer Relations Manager, you will take full ownership of client relationships. This is a versatile role that requires both exceptional interpersonal skills to engage with customers and strong analytical abilities to manage complex business cases. You’ll have a strategic impact on our growth while enjoying the flexibility to work remotely from home or from our Belgrade office. In addition to expanding our client portfolio, you will collaborate closely with the product management team to continuously refine our solutions based on market insights.

Responsibilities:

• Take ownership of client cases during onboarding and throughout the entire customer lifecycle.
• Triage cases and tickets, prioritise workloads, and coordinate tasks within the Customer Relations team.
• Offer ongoing support and guidance to junior Customer Relations Managers.
• Ensure full compliance with internal guidelines and regulatory requirements in all client interactions.
• Work closely with internal departments, including Compliance, Marketing and Developers, to ensure a flawless customer experience.
• Oversee fee and billing processes, and monitor and analyse KPIs related to customer success and operational efficiency.
• Provide senior management with regular reports and insights based on client trends and performance metrics.
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What We Are Looking For:

• A proven track record of 3+ years in a client-facing role at a bank, fintech or crypto company, ideally in corporate banking.
• Demonstrates a strong understanding of financial products, regulatory requirements and operational workflows within the banking or fintech sector.
• Excellent proficiency in written and spoken English. Proficiency in one of the following languages is considered a significant advantage: German, French or Italian.
• Smart and self-driven personality with excellent communication skills.
• Possesses excellent communication and leadership skills and the ability to mentor and guide junior team members.
• Proficient in customer support and case management tools (e.g. HubSpot and Jira), with an analytical mindset for tracking and reporting KPIs.
• An academic background in Economics, Finance, or Organizational Science is preferred; However, candidates with relevant experience from all fields are strongly encouraged to apply.

What We Offer:

• A collaborative, innovative, and flexible hybrid work environment (mix of home office and Belgrade office).
• Opportunities for professional development and training.
• Private health insurance coverage.
• 25 days of paid vacation annually.

This is an exciting opportunity to join a startup and directly influence the company's growth trajectory. If you are ambitious and passionate about fintech, we encourage you to apply.

Please submit your application, including salary expectations. For more information, visit www.relio.ch.