Customer Operation Specialist

JR Italy; Lodi; Remoto; EUR 30.000 - 45.000; Tempo pieno

Descrizione del lavoro

A leading company in the telecom sector seeks a Customer Operation Specialist to manage customer communications for their new SaaS platform. The role involves resolving issues, supporting users, and coordinating efforts across departments. Candidates should have 1-3 years of experience in customer support, strong communication skills, and a tech-savvy mindset. This position offers 100% remote work and a collaborative team culture focused on customer experience.

Servizi

Company laptop

Meal vouchers

Corporate welfare program

Competenze

• 1-3 years in customer-facing support role, ideally in SaaS.
• Native-level Italian and good written English.
• Hands-on experience with ticketing systems and collaborative tools.

Mansioni

• Handle customer requests via ticketing system, ensuring SLAs are met.
• Resolve first-level support requests and facilitate internal triage.
• Provide initial assistance during onboarding activities.

Conoscenze

Communication

Customer Satisfaction

Problem Solving

Tech-Savvy

Strumenti

HubSpot

CRM

Slack

Descrizione del lavoro

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At Agile Telecom, we’re on a mission to deliver reliable, high-quality communications between businesses and their customers, every time.

Founded in 2002, Agile Telecom has established itself as a global carrier specializing in Application-to-Person (A2P) SMS messaging, with a reputation for technological reliability, scalability, and 24/7 operability. Since 2015, we have been part of Growens Group, an integrated industrial group active in predictive marketing, mobile messaging, and content creation.

We operate as a licensed telecom operator and provide interconnection services to major Mobile Network Operators (MNOs), aggregators, and digital service providers worldwide.

Your impact

As a Customer Operation Specialist, you will be responsible for managing all non-commercial communication with customers of our new SaaS platform. You will play a central role in supporting users, resolving their first-level issues, and coordinating internal efforts across multiple departments (technical, finance, commercial) to ensure smooth and timely resolution of each request.

You will be the operational bridge between the customer and our organization, with a strong focus on speed, clarity, and empathy.

Some examples of your responsibilities

• Handle customer requests via ticketing system (HubSpot), ensuring first-response SLAs and customer satisfaction targets are met
• Resolve first-level support requests and facilitate internal triage for more complex issues
• Provide initial assistance during onboarding activities (non-commercial and non-technical scope)
• Track and follow up on open issues with internal teams until full resolution is confirmed
• Identify recurring topics and help optimize FAQ, internal knowledge base, and support processes
• Interact with internal tools including CRM, billing platforms, and Slack communication channels
• Support the operational health of the customer journey with a proactive and solution-oriented approach

What we offer

• An agile and high-responsibility environment where your contribution makes a tangible difference
• 100% remote work, with standard business hours
• Company laptop, meal vouchers, and corporate welfare program
• Inclusion in a growing, collaborative team culture focused on customer experience and innovation
• Exposure to a product at its early stage, with room for growth and process evolution

What we are looking for – Essential Qualifications and Skills

• 1–3 years of experience in a customer-facing support role, ideally in a SaaS or digital environment
• Strong communication skills with a natural orientation toward customer satisfaction and empathy
• Hands-on experience with ticketing systems (HubSpot preferred), CRM, and collaborative tools
• Ability to handle asynchronous communication with structure and professionalism; comfort with occasional real-time interactions
• Curious, detail-oriented, and tech-savvy – familiar with modern platforms and digital tools
• Native-level Italian and good written English; knowledge of Spanish or French is a plus
• Autonomous, proactive, and able to work effectively within a remote team structure

What we are looking for – Nice to Have

• Previous experience in onboarding or customer journey support for digital platforms
• Familiarity with billing-related customer requests and finance support processes
• Ability to spot recurring issues and suggest improvements to internal workflows
• A service mindset, with patience, resilience, and the ability to adapt communication style to different customer profiles

Location: Milan or remote

Growens is an equal opportunity employer and values diversity. We do not discriminate on the basis of ethnicity, gender, ancestry, color, religion, sex, age, marital status, sexual orientation, gender identity, national origin, medical condition, disability, or any other basis protected by law.