Empatica is looking for a B2C Customer Happiness Specialist to ensure customer success by delivering high-quality service and solving problems. In this role, you will support our B2C customers and work closely with internal teams to incorporate feedback into our innovative healthcare products.
What You'll Do
- Guarantee high-quality service by investigating and solving customer problems.
- Support B2C customers across web, email, chat, and phone queries.
- Share feedback, identify trends, and provide insights into user needs to improve products.
- Cooperate with technical teams to produce easy-to-understand guides and articles.
- Develop service procedures and standards.
- Deliver successful customer experiences while building strong relationships.
- Provide feedback to help improve internal products and tools.
What We're Looking For
- At least 3 years of experience in a professional context.
- Previous experience using help desk software.
- Respectful, patient, and positive demeanor, assertive when needed.
- Excellent writing and communication skills.
- Proficiency in English.
- Tech-savvy with the ability to quickly understand new products and master new tools.
- Familiarity with processes for collecting user feedback and translating it into actionable insights.
- Comfortable working with targets and metrics.
- Ability to work both independently and as part of a team.
Nice to Have
- Experience in customer support.
- Zendesk knowledge.
- Native-level English proficiency.
Team & Environment
You will join an international and diverse team of 120+ talented people. You'll be part of the Customer Happiness Team, working closely with various internal groups.
Benefits & Compensation
- Multiple opportunities for career challenges and advancement.
- Competitive salary.
- Employee stock options.
- Offices in Milan City Center and Downtown Boston.
- Annual summer beach retreat in Sardinia, Italy.
- Health Insurance.
- Wellhub membership for gyms, classes, training, and nutrition.
- Membership for mental health and wellness platforms.
- Free healthy lunch every day.
- Free Kindle and books.
- Personalized training plan for continuous learning.
- Flexible working hours.
Work Mode
This is a hybrid position open to candidates based in Europe, the US, and Korea.
Empatica embraces diversity and inclusion, with colleagues from almost 30 different countries and over 50% women. We foster communication, collaboration, and care, where everyone's opinion matters.
