Responsibilities
- You will be the first point of contact for customer inquiries—via chat, email, and other channels for all the type of customers and business partners.
- You will work in autonomy and minimal supervision, with the goal becoming the keeper of our customer understanding via unfiltered direct contact , not just the owner of customer support.
- You will be building, not just reacting. Design and execute outreach initiatives (e.g., re-engagement emails, feature education, seasonal campaigns), collaborate with Product to turn customer insights into new features, fixes, and improvements.
- Track key metrics (e.g., NPS, retention, churn risk) and recommend strategies to enhance value
Requirements
- Fluent in Italian
- Excellent communication skills, both written and verbal.
- Comfortable using or learning CRM tools (Intercom, ZenDesk, ...), email campaign tools, and analytics dashboards
- Background in Economics, Business or having worked at a startup.
Nice to Have
- Eager to grow into a Customer Success Lead role in the future
- Passionate about sustainability, user experience, and data-informed decision-making
- Proactive and creative—you don’t wait for problems to come to you, you go find them
- Empathetic, clear communicator, and comfortable handling feedback from all types of users
- Organized and able to manage multiple workstreams in a fast-paced environment
Work Arrangement
Remote (City/Region) — Milan
Additional Information
- Fluent in Italian
- Comfortable using or learning CRM tools (Intercom, ZenDesk, ...), email campaign tools, and analytics dashboards
