Senior Customer Support Executive, Italian, French Speaking

This is a fully remote position, open to applicants in Europe.

📋 Description

• Address customer concerns and ensure quick response times, prioritizing customer satisfaction.

• Adapt to a dynamic scale-up environment and stay updated with new product launches.

• Monitor team KPIs, including resolution and response times.

• Establish personal and team KPIs to foster growth.

• Collaborate with other business units to identify and resolve the root causes of customer issues.

• Respond to customer inquiries through live chat, WhatsApp, and email.

• Manage daily client issues related to logistics, orders, and website functionalities.

• Represent the customer’s voice within the organization.

• Onboard and train new employees.

• Mentor colleagues and manage challenging escalated cases.

• Assist in the daily operational activities.

• Work collaboratively with teams across the organization.

⛳️ Requirements

• At least 5+ years of experience in online customer support, including live chat and phone interactions.

• Strong sense of ownership and a customer-first approach.

• Organizational skills and the ability to multitask across various platforms.

• Proactive mindset and forward-thinking attitude.

• Assertive personality with the capability to advocate for the customer internally.

• Exceptional cross-functional collaboration abilities.

• Native or full professional proficiency in English, Italian, and French.

• Experience with Zendesk is highly preferred.

• Proficiency in Spanish is a significant advantage.

• Availability to work Monday to Friday, from 8 AM to 5 PM CET.

🏝️ Benefits

• Flexibility to work remotely.

• Unlimited vacation allowance.

• Numerous opportunities for personal growth and learning.

• Fast-paced working environment in a rapidly growing organization.

• Supportive, low-hierarchy workplace culture.

• Intellectually stimulating tasks.

• Opportunity to join and contribute to a company during its rapid expansion phase.

• Engaging company culture.