Customer Support Senior Manager

Our mission is to redefine the way companies manage their finances, by delivering a seamless, intuitive and collaborative, end-to-end financial management experience. We are at the forefront of financial innovation and fight so that Italian business can thrive.

Funded by fintech experts in the Italian and European landscape and backed by the most innovative Italian financial institutions, we are on the lead to grow a champion in the industry. We want to build a truly agile company where everyone is empowered on their duties and responsibilities. You have the opportunity to join this project and make your concrete and strong impact in building the products. We are looking for a Customer Support Manager, who will lead our customer support team, ensuring that every interaction is an opportunity to strengthen the relationship with our users. You will be responsible for the team's operational efficiency, the quality of service provided, and the evolution of customer care processes. Your goal will be to ensure an excellent customer experience consistent with our company's values and goals

Lead and support the customer support team, ensuring that they respond effectively to customer inquiries via chat, email, and phone

Identify recurring trends in tickets to propose systemic solutions and improve service quality

Monitor operational performance (KPIs, SLAs) and edit periodic reports on customer support trends, with proposals for operational improvements

Define and implement new customer care strategies to support business growth

Plan shifts, workloads and resources based on volume of requests

Monitor complaints and complex cases, in collaboration with other teams inside and outside the company

Train the team on products, procedures and communication techniques

We are looking for ambitious and dedicated individuals with a passion for customer care and a results-oriented approach. If you have these qualities, Tot could be your next professional adventure :

4+ years of experience in customer care / support roles, of which at least 1-2 in a coordination or team management position

Excellent leadership and people management skills

Experience in dynamic or growing environments, preferably in the fintech, banking or digital industry

Ability to analyze data and identify improvement actions

Excellent command of Italian language and good knowledge of English (professional level)

Familiarity with chat and ticketing tools (e.g. Intercom, Jira, Zendesk), CRM and multichannel support platforms

Opportunities for professional growth in an expanding fintech company

Budget for training and development (courses, books, training events)

Ticket restaurant, health insurance and company MacBook

Parenting support with allowance and flexibility for new parents

A young and motivated team, always ready to support you in your growth path

HR screening call

Introduction and deepdive call with the manager