Requirements: English
Company: Agile Telecom
Region: Milan , Lombardy
About us
At Agile Telecom, 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 impact
As 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 responsibilities
- Handle customer requests via ticketing system (HubSpot), ensuring first-response SLAs and customer satisfaction targets are met
- Resolve first-level support requests and facilitate internal triage for more complex issues
- Provide 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 confirmed
- Identify recurring topics and help optimize FAQ, internal knowledge base, and support processes
- Interact with internal tools including CRM, billing platforms, and Slack communication channels
- Support the operational health of the customer journey with a proactive and solution-oriented approach
What we offer
- An agile and high-responsibility environment where your contribution makes a tangible difference
- Full-time permanent employment contract
- 100% remote work, with standard business hours
- Company laptop, meal vouchers, and corporate welfare program
- Inclusion in a growing, collaborative team culture focused on customer experience and innovation
- Exposure to a product at its early stage, with room for growth and process evolution
What we are looking for Essential Qualifications and Skills
- 13 years of experience in a customer-facing support role, ideally in a SaaS or digital environment
- Strong communication skills with a natural orientation toward customer satisfaction and empathy
- Hands-on experience with ticketing systems (HubSpot preferred), CRM, and collaborative tools
- Ability to handle asynchronous communication with structure and professionalism; comfort with occasional real-time interactions
- Curious, detail-oriented, and tech-savvy familiar with modern platforms and digital tools
- Native-level Italian and good written English; knowledge of Spanish or French is a plus
- Autonomous, proactive, and able to work effectively within a remote team structure
What we are looking for Nice to Have
- Previous experience in onboarding or customer journey support for digital platforms
- Familiarity with billing-related customer requests and finance support processes
- Ability to spot recurring issues and suggest improvements to internal workflows
- A service mindset, with patience, resilience, and the ability to adapt communication style to different customer profiles
Location: Milan or remote
Growens 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 protected by law.