Senior Customer Care Specialist - Complex Cases & Insights

Satispay; Lombardia; Hybrid; EUR 27,000 - 33,000; Full time

Benefits offered by this job

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

Job summary

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.

Responsibilities

• 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.

Skills

CRM tools

Excel

KPI tracking

Outbound calling

Job description

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.