Senior Customer Support Executive, Italian & French Speaking (Remote in UK)

Role overview

Help business customers resolve issues and get reliable support across their service journey. As a senior support team member, you will handle customer questions and operational problems, contribute to smoother day-to-day support, and relay customer needs to teams that can address underlying causes.

Responsibilities

- Respond to customer enquiries through live chat, WhatsApp, and email, addressing order, logistics, and website issues. - Prioritise prompt responses and effective resolutions, with team performance measured in part by response and resolution times. - Work with other departments to investigate recurring issues and improve the customer experience. - Handle complex cases and escalations, and coach or guide colleagues when needed. - Help onboard and train new team members and support routine team operations. - Adapt to product changes and shifting needs in a fast-moving environment.

Requirements

- At least five years of online customer support experience, including live chat and phone support. - Experience using Zendesk. - Native or full professional proficiency in English, Italian, and French. - Strong organisation and ability to manage several platforms and cases at once. - A customer-first approach, personal ownership, and confidence representing customer concerns internally. - Proactive problem-solving and effective cross-functional collaboration.

Nice to have

- Fluency in Spanish.

Benefits and work setup

Remote work in Europe, Monday to Friday, 8 a.m. to 5 p.m. GMT. The stated benefits include an unlimited holiday allowance and opportunities for learning and career growth.