Role Overview
The role combines three key areas:
Customer Support — managing customer enquiries and ensuring a high level of service.
SOS Operations — receiving and managing SOS calls, gathering essential information, and relaying it quickly and accurately to the relevant ski patrol or rescue team.
Administration — supporting the wider business with organisation, documentation, logistics, and day-to-day operational tasks.
Key Responsibilities1. SOS Operations & Emergency Coordination
- Act as a primary point of contact for incoming LifePass SOS calls.
- Answer SOS calls promptly and calmly, even in stressful situations.
- Gather key information from the customer, including their location, situation, and any relevant details needed by rescue teams.
- Relay accurate and timely information to the appropriate ski patrol or rescue service.
- Maintain clear communication with ski patrol and other operational teams throughout the incident when required.
- Record and document SOS incidents accurately.
- Follow established SOS procedures and escalation protocols.
- Assist with follow-up and incident reporting where necessary.
- Identify recurring issues and help improve SOS procedures and processes.
2. Customer Support
- Act as a primary support contact for customers via Freshdesk, email, and phone.
- Respond to customer enquiries and resolve issues efficiently and professionally.
- Develop and maintain standardised support processes and workflows.
- Work with Freddy AI to improve automated customer responses and support content.
- Monitor common customer issues and identify opportunities to improve the customer experience.
- Coordinate with seasonal staff to maintain consistent support standards.
3. Administration & Operations
- Provide day-to-day administrative and operational support across the business.
- Maintain organised records, documentation, and internal files.
- Assist with reporting, documentation, and internal communications.
- Support travel planning, accommodation bookings, and team logistics when required.
- Assist with procurement and ordering of company or office supplies.
- Help maintain company procedures, templates, policies, and operational documentation.
Job Type: Full-time
Pay: 1,800.00€ - 2,000.00€ per month
Work Location: In person
