Italian Customer Support Representative

Job Description

Position: Italian Customer Support Representative
Location: Lisbon, Portugal
Work model: on-site
Employment type: Full-time

Duties and Responsibilities:

• Take an active role from day one in identifying opportunities to enhance service quality and elevate the overall user experience
  
• Manage and resolve end-to-end product troubleshooting and customer support cases across email and chat channels
  
• Own each query and collaborate closely with internal Product Operations and Engineering teams to resolve generic, technical, and product-related issues
  
• Maintain strong Customer Satisfaction levels by ensuring high-quality case handling and delivering timely updates throughout the resolution journey
  
• Meet service level commitments across channels while driving Best in Class productivity and improving resolution times.
  
• Partner with internal technical experts to educate advertisers on product features, best practices, and common issue types.
  

Requirements

• Native/fluent in Italian both verbal and written (C2 level). Fluent in English (minimum B2 level)
  
• Experience in paid campaign management is mandatory
  
• Degree in Marketing or a related field
  
• Background in Digital Marketing
  
• Experience in a Contact Centre or service environment within the Ad Tech industry
  
• Strong familiarity with social media platforms and a basic understanding of digital advertising
  
• Excellent customer service skills
  
• Ability to work effectively both independently and as part of a team
  
• Ability to work shifts (24/7 shift rotation).
  

Benefits

• Modern office in a city center with open spaces, easy to access with public transportation
  
• Comprehensive initial training and and guidance to make sure you're well prepared and comfortable at a new workplace
  
• Support from colleagues with coaching and mentoring opportunities
  
• Health and Wellbeing initiatives
  
• Monthly meal allowance
  
• And much more!!!