Senior Customer Care Representative

Satispay; Milano; Ibrido; EUR 27.000 - 33.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health insurance

Stock option plan

Relocation support

Hybrid work policy

Descrizione del lavoro

Satispay is seeking a Senior Customer Care Specialist in Milan to manage multi-channel cases, drive process improvements, and maintain top-notch customer experience. You’ll handle complex ticket workflows, outbound retention, and escalation for critical issues, while contributing to knowledge bases and data-driven insights.

The role emphasizes problem-solving, teamwork, and ownership, with a focus on policies like Welfare, Privacy, and Invest, plus strong CRM and Excel skills.

Competenze

• Problem-solver who thrives in a teamwork environment.
• High proficiency with major CRM tools and Excel.
• Strong numerical orientation with core Customer Care KPIs (CSAT, FRT, ART, NPS).
• Willingness to make outbound calls to gather insights and drive retention.
• Ability to translate customer pain points into feedback for product teams.

Mansioni

• Oversee high-priority and complex ticket workflows across multiple channels for assigned products, maintaining SLAs.
• Execute proactive outbound calls for customer insights and retention.
• Act as a third-level escalation point, coordinating with internal teams to resolve critical cases.
• Collect and monitor feedback on product functionality and customer needs; report anomalies.
• Monitor customer reviews across platforms, draft responses and use sentiment analysis to identify trends.
• Contribute to knowledge base articles and keep them up to date.
• Take ownership of strategic tasks and propose workflow enhancements to boost NPS.

Conoscenze

CRM proficiency

Data & KPI orientation

Outbound calling

Problem solving

Cross-functional collaboration

Strumenti

CRM platforms

Excel

Descrizione del lavoro

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

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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