Customer Support Senior Manager

Tot; Monza; In loco; EUR 35.000 - 50.000; Tempo pieno

Descrizione del lavoro

Un'azienda fintech innovativa sta cercando un Customer Support Manager per guidare il team di assistenza clienti. Sarai responsabile dell'efficienza operativa e della qualità del servizio, assicurando un'esperienza cliente eccellente. Unisciti a un team giovane e motivato, con opportunità di crescita professionale e benefici interessanti.

Servizi

Budget per formazione e sviluppo

Ticket restaurant

Assicurazione sanitaria

MacBook aziendale

Supporto per neogenitori con flessibilità

Competenze

• 4+ anni di esperienza in ruoli di supporto clienti, di cui almeno 1-2 anni in una posizione di leadership.
• Ottime capacità di leadership e gestione delle persone.
• Esperienza in ambienti dinamici, preferibilmente nel fintech o nel settore digitale.

Mansioni

• Guidare e supportare il team di assistenza clienti.
• Monitorare le prestazioni operative e preparare report periodici.
• Definire e implementare nuove strategie di assistenza clienti.

Conoscenze

Analisi dei dati

Leadership

Gestione delle persone

Orientamento al cliente

Strumenti

Intercom

Jira

Zendesk

Descrizione del lavoro

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.