Satispay
Senior Customer Care Representative
Part remote, part office, you need to live within commuting distance of a named location.
Hybrid · Milan, Italy
Employer listed it 3 weeks ago · Found 7h ago
Been open since 3 weeks ago, still being checked, but it has been live a while.
Salary
€30,000 per week
Location
Hybrid · Milan, Italy
Timezone
Not stated
Contract
Full-time
Experience
Senior
Category
Operations
Stated by the employer in the job description
Remote flexibility
Hybrid
This role is only partly remote, the employer expects time in the office around Milan, Italy, Hybrid, so you need to live within commuting distance.
What the employer says
- Source listing states candidate location: "Milan, Italy, Hybrid"
- Listing mentions "Hybrid" and three days per week in the office
What Nomaders makes of it
- Not suitable if you plan to move between countries
The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.
About the role
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.
Requirements
The employer hasn't listed requirements separately, they're described in the role summary above and on the original listing.
Benefits
No benefits package published with this listing. Ask about it at first interview.
How to apply
- 1Check the flexibility label above, hybrid, matches where you plan to live and work.
- 2Tailor your CV to the role at Satispay, mentioning your remote working experience.
- 3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.
Found 8h ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.
Listing sourced from Company boards.
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