Customer Operations Executive - Hybrid (Italy)

Ohme; Milano; Ibrido; EUR 40.000 - 52.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive salary

Hybrid working (3 days in office)

Descrizione del lavoro

Ohme, Milan-based scale-up, is seeking a Customer Operations Executive to guide customers from first contact through aftercare for our EV charging products. You will troubleshoot complex issues and document resolutions in knowledge resources.

The role requires native Italian and professional English and Spanish, 2+ years in technical support or customer ops, and experience with Zendesk, Freshdesk, or Intercom. Hybrid work with 3 days in the office.

Competenze

• Native fluency in Italian with professional fluency in English and Spanish.
• Minimum 2 years of experience in a technical support or customer operations role.
• Proficiency with CRM and support platforms such as Zendesk, Freshdesk, Intercom or similar.
• Experience working to and consistently meeting support-related KPIs.

Mansioni

• Resolve inbound customer queries via phone and email, providing timely and effective resolutions.
• Adhere to team processes and actively highlight improvements when you spot them.
• Become a product expert, developing deep knowledge of Ohme's installation process and the nuances of different customer situations.
• Create and contribute to internal knowledge resources to improve team efficiency and reduce repeat contacts.
• Work collaboratively with the Technical Support team, escalating cases where required and following agreed processes.
• Meet individual KPIs for productivity and quality, contributing to wider team goals.

Conoscenze

Customer support

Technical literacy

Multilingual communication

Strumenti

Zendesk

Freshdesk

Intercom

Descrizione del lavoro

Ohme, Milan-based scale-up, is seeking a Customer Operations Executive to guide customers from first contact through aftercare for our EV charging products. You will troubleshoot complex issues and document resolutions in knowledge resources.

The role requires native Italian and professional English and Spanish, 2+ years in technical support or customer ops, and experience with Zendesk, Freshdesk, or Intercom. Hybrid work with 3 days in the office.