Senior Customer Care Representative

Satispay; Lombardia; Hybride; EUR 27 000 - 33 000; Plein temps

Avantages offerts par ce poste

Health insurance for you and family

Stock Option Plan

Meal vouchers

Relocation support

Professional development programs

Unlimited PTO

Hybrid working policy

Language courses

Flexible working hours

Parental leave

Résumé du poste

Satispay is hiring a Senior Customer Care Specialist in Lombardia to manage complex, multi‑channel support workflows and drive improvements in our customer experience. You’ll own ticket handling, automation, and proactive retention initiatives across channels.

You will collaborate with product and engineering teams to translate customer feedback into actionable insights, while upholding high CSAT and NPS standards. This role offers hybrid work with in-office days and remote options.

Qualifications

• Domain expertise with policies and procedures on specialized topics (e.g., Welfare, Privacy, Invest).
• Technical competencies: high proficiency with major CRM tools and solid Excel skills.
• Data & KPI orientation: strong numerical orientation and solid understanding of core Customer Care KPIs (CSAT, First Reply Time, Average Handling Time, NPS, Resolution Time).
• Proactive calling mindset: comfortable with outbound calls to gather insights and drive retention.
• Problem-solving & communication: translate customer pain points into structured feedback for product teams across departments.

Responsabilités

• Complex Ticket & SLA Management - Oversee high-priority and complex ticket workflows across multiple channels (email, chat, and other platforms) for assigned products, maintaining strict compliance with channel-specific SLAs to optimize customer experience and reduce wait times.
• Outbound Calling & Retention - Execute proactive outbound calls for customer insights, CSAT/feedback collection, and telephone retention activities according to predefined procedures.
• Escalation Management - Act as a third-level escalation point, coordinating directly with other internal teams to resolve critical or highly specialized customer cases.
• Feedback & Insights Loop - Structurally collect and monitor feedback on product functionality, recurring issues, and unmet customer needs. Identify pain points in the customer journey and report anomalies or ticket spikes to project teams, QA, and WFM.
• Review Monitoring & Sentiment Analysis - Monitor customer reviews across multiple platforms, deliver qualified responses, and utilize sentiment analysis tools to identify trends and draft periodic reports with improvement proposals.
• Knowledge Base Contribution - Contribute actively to the creation, maintenance, and continuous improvement of product‑specific knowledge base articles.
• Strategic Evolution - Increase complexity and take ownership of secondary strategic tasks, such as deep dives on main contact drivers and proposing workflow enhancements to boost NPS.

Connaissances

CRM tools

Excel

KPI tracking

Outbound calling

Description du poste

About Us

Traditional banking has never really given you control over your financial life. Satispay exists to change that: to empower people through finance. That means making financial services easy and accessible for over 6.5M users.

We started with payments, then benefits, investing, cards... and we’re not done. Not even close. We follow the same logic every time: find a real problem, solve it properly, then look for the next one. The destination? To build the most loved financial platform in the world. If you own outcomes rather than tasks, stay close to what users need, and refuse to wait for someone else to fix what's broken — you'll find people here who work exactly in the same way. And together, you'll build something worth being proud of.

What You'll Be Doing

As our Senior Customer Care Specialist, you'll manage complex multi-channel cases, driving continuous improvements to our processes and keeping our customer experience standards exceptionally high. Here's what that looks like in practice:

• Complex Ticket & SLA Management - Oversee high-priority and complex ticket workflows across multiple channels (email, chat, and other platforms) for assigned products, maintaining strict compliance with channel-specific SLAs to optimize customer experience and reduce wait times.
• Outbound Calling & Retention - Execute proactive outbound calls for customer insights, CSAT/feedback collection, and telephone retention activities according to predefined procedures.
• Escalation Management - Act as a third-level escalation point, coordinating directly with other internal teams to resolve critical or highly specialized customer cases.
• Feedback & Insights Loop - Structurally collect and monitor feedback on product functionality, recurring issues, and unmet customer needs. Identify pain points in the customer journey and report anomalies or ticket spikes to project teams, Quality Assurance, and WFM.
• Review Monitoring & Sentiment Analysis - Monitor customer reviews across multiple platforms, deliver qualified responses, and utilize sentiment analysis tools to identify trends and draft periodic reports with improvement proposals.
• Knowledge Base Contribution - Contribute actively to the creation, maintenance, and continuous improvement of product‑specific knowledge base articles.
• Strategic Evolution - Increase complexity and take ownership of secondary strategic tasks, such as deep dives on main contact drivers and proposing workflow enhancements to actively boost NPS.

Who We're Looking For

This role needs someone who is a problem-solver at heart, thrives on teamwork, and takes real ownership in driving high customer satisfaction.

• Domain Expertise - In‑depth knowledge and application of policies and procedures on specialized topics (e.g., Welfare, Privacy, Invest).
• Technical Competencies - High proficiency with major CRM tools and solid Excel skills.
• Data & KPI Orientation - Strong numerical orientation and solid understanding of core Customer Care KPIs (CSAT, First Reply Time, Average Handling Time, NPS, Resolution Time).
• Proactive Calling Mindset - Fully comfortable with and enthusiastic about conducting outbound calls to gather insights, drive retention, and solve high‑priority customer cases.
• Problem‑Solving & Communication - Ability to transform customer pain points into structured feedback for product teams while collaborating seamlessly across departments.

Don't worry if you don't tick every box. We believe in the power of different viewpoints and strengths. Your unique perspective is important as we build something special: if you're passionate and can make a difference, we truly encourage you to apply.

CareAbout: how we support your impact

About

We move fast, and evolution never stops. It’s a fun ride, but it can be challenging. To make sure our people truly thrive, we’re committed to making their lives easier, both in the office and out in the world. That’s why we created CareAbout:

• Health: private insurance for you and your family, psychological support with Serenis, mental health workshops.
• Financial resources: Stock Option Plan, meal vouchers, relocation support if you’re moving countries.
• Growth and development: professional development programs, internal mobility, language courses with Preply.
• Flexibility: unlimited PTO, hybrid working policy*, flexible working hours.
• Family: enhanced parental leave, additional leave for child sickness.
• We embrace three days per week in-office (Tuesday and Thursday + 1 of your choice), with the option to request extra remote time.

Initial salary: Starting from €30,000 gross per annum

This baseline is set using objective, gender‑neutral criteria for the role’s core requirements. However, we do not believe in putting a ceiling on talent. The final compensation package is tailored according to your unique experience and expertise. If your skills go beyond the standard profile, apply anyway so we can discuss a package that reflects your true value.

Equal opportunity employer

At Satispay, we're proud to be an equal opportunity employer. We celebrate diversity and inclusion, welcoming individuals of all backgrounds. This opportunity is open to everyone, regardless - for instance - of race, colour, religion, sex, gender identity, sexual orientation, and national origin.

Join us in a workplace where everyone belongs!

Learn More About Us

Curious what it's actually like here? Our values and pillars shape how we work every day: explore them here.

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