Requirements: English
Company: Agile Telecom
Region: via milano, lombardy, italy , Lombardia
About usAt , were on a mission to deliver reliable, high-quality communications between businesses and their customers, every time.Founded in 2002, Agile Telecom has established itself as a global carrier specializing in Application-to-Person (A2P) SMS messaging, with a reputation for technological reliability, scalability, and 24/7 operability. Since 2015, we have been part of Growens Group, an integrated industrial group active in predictive marketing, mobile messaging, and content creation.We operate as a licensed telecom operator and provide interconnection services to major Mobile Network Operators (MNOs), aggregators, and digital service providers worldwide.Your impactAs a Customer Operation Specialist , you will be responsible for managing all non-commercial communication with customers of our new SaaS platform. You will play a central role in supporting users, resolving their first-level issues, and coordinating internal efforts across multiple departments (technical, finance, commercial) to ensure smooth and timely resolution of each request.You will be the operational bridge between the customer and our organization, with a strong focus on speed, clarity, and empathy.Some examples of your responsibilitiesHandle customer requests via ticketing system (HubSpot), ensuring first-response SLAs and customer satisfaction targets are metResolve first-level support requests and facilitate internal triage for more complex issuesProvide initial assistance during onboarding activities (non-commercial and non-technical scope)Track and follow up on open issues with internal teams until full resolution is confirmedIdentify recurring topics and help optimize FAQ, internal knowledge base, and support processesInteract with internal tools including CRM, billing platforms, and Slack communication channelsSupport the operational health of the customer journey with a proactive and solution-oriented approachWhat we offerAn agile and high-responsibility environment where your contribution makes a tangible differenceFull-time permanent employment contract100% remote work, with standard business hoursCompany laptop, meal vouchers, and corporate welfare programInclusion in a growing, collaborative team culture focused on customer experience and innovationExposure to a product at its early stage, with room for growth and process evolutionWhat we are looking for Essential Qualifications and Skills13 years of experience in a customer-facing support role, ideally in a SaaS or digital environmentStrong communication skills with a natural orientation toward customer satisfaction and empathyHands-on experience with ticketing systems (HubSpot preferred), CRM, and collaborative toolsAbility to handle asynchronous communication with structure and professionalism; comfort with occasional real-time interactionsCurious, detail-oriented, and tech-savvy familiar with modern platforms and digital toolsNative-level Italian and good written English; knowledge of Spanish or French is a plusAutonomous, proactive, and able to work effectively within a remote team structureWhat we are looking for Nice to HavePrevious experience in onboarding or customer journey support for digital platformsFamiliarity with billing-related customer requests and finance support processesAbility to spot recurring issues and suggest improvements to internal workflowsA service mindset, with patience, resilience, and the ability to adapt communication style to different customer profilesLocation: Milan or remoteGrowens is an equal opportunity employer and values diversity. We do not discriminate on the basis of ethnicity, gender, ancestry, color, religion, sex, age, marital status, sexual orientation, gender identity, national origin, medical condition, disability, or any other basis protecte d by law.