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, striving to help Italian businesses thrive.

Funded by fintech experts within the Italian and European landscape and supported by innovative Italian financial institutions, we aim to grow a leader in the industry. We seek to build a truly agile company where everyone is empowered in their duties and responsibilities. You have the opportunity to join this project and make a significant impact in product development.

We are looking for a Customer Support Manager to lead our customer support team, ensuring that each interaction strengthens our relationship with users. You will oversee operational efficiency, service quality, and the evolution of customer care processes, aiming to deliver an excellent customer experience aligned with our company values and goals.

Responsibilities:

1. Lead and support the customer support team, ensuring effective responses via chat, email, and phone.
2. Identify recurring trends in tickets to propose systemic solutions and improve service quality.
3. Monitor operational performance (KPIs, SLAs) and prepare periodic reports with proposals for improvements.
4. Define and implement new customer care strategies to support business growth.
5. Plan shifts, workloads, and resources based on request volumes.
6. Monitor complaints and complex cases in collaboration with other teams.
7. Train the team on products, procedures, and communication techniques.

Candidate Profile:

We seek ambitious and dedicated individuals passionate about customer care and results-oriented. Ideal candidates will have:

• 4+ years of experience in customer support roles, with at least 1-2 years in a leadership or management position.
• Excellent leadership and people management skills.
• Experience in dynamic or growing environments, preferably in fintech, banking, or digital industries.
• Ability to analyze data and identify improvement actions.
• Excellent command of Italian and good knowledge of English (professional level).
• Familiarity with chat and ticketing tools (e.g., Intercom, Jira, Zendesk), CRM, and multichannel support platforms.

Benefits:

• Opportunities for professional growth in an expanding fintech company.
• Budget for training and development (courses, books, training events).
• Ticket restaurant, health insurance, and a company MacBook.
• Parenting support with allowances and flexibility for new parents.
• A young, motivated team ready to support your growth.

Selection Process:

1. HR screening call.
2. Introduction and deep dive call with the manager.