Job Description

Job Description
We are looking for a person to join the operational support and customer service team. The position focuses on the daily management of incidents, the coordination of operational processes and the improvement of the customer experience through different communication channels.
Responsibilities:
Manage daily customer service operations through email, chat, phone and social media.
Work within established workflows and support systems, ensuring structured case management and compliance with performance indicators.
Respond to operational and logistical queries related to shipments, orders, returns and subscriptions, seeking to reduce the volume of incidents.
Monitor support performance metrics such as customer satisfaction, response times, and resolution rates.
Identify recurring incidents and propose improvements to increase service efficiency.
Contribute to the updating and organization of the internal and external knowledge base.
Collaborate with operations, logistics, product and marketing teams to improve the customer experience from an operational point of view.
Requirements:
1+ year of customer service experience, preferably in the supplements or nutrition industry.
Knowledge of support workflows, incident management systems and structured case management.
Experience working with support metrics such as customer satisfaction, response times, and resolution rates.
Experience in managing logistics issues such as shipments, orders, returns and subscriptions.
Ability to detect recurring problems and contribute to process improvement.
Communication, empathy and customer orientation skills.
Native level of Italian and good level of English. Knowledge of German valued.
Knowledge of French as added value.

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