Customer Operations Specialist

1 settimana fa

Milano, Italia Sibill Srl A tempo pieno

**Who we are**:
Sibill is the accounting and financial operating system for small and medium businesses (SMBs). Outdated tools and fragmented data waste entrepreneurs a lot of hours each week — we give this time back by integrating invoicing, payments, treasury, and accounting in one modern platform.
We’re backed by top international investors such as Keen Venture Partners (Fiscozen), Founders A/S (Pleo), Exor Ventures (Qonto, Alan), Notion Capital, and most recently Creandum, known for supporting Klarna and Spotify at early stages.

Thousands of entrepreneurs already trust Sibill.

Our goal? Reach millions. **This is just the beginning**.

**What we are looking for**

Sibill is hiring a **Customer Operations Specialist** who will play a critical role in ensuring the smooth day-to-day experience of our customers. This role is central to supporting our users, resolving their issues efficiently, and optimizing internal workflows to ensure top-tier customer operations.

This is an operational role with strategic impact: the Customer Operations Specialist will be responsible for ensuring timely, effective support, improving customer satisfaction, and acting as the operational backbone of the Customer team.

**You will be responsible for**:

- Investigating and resolving customer issues quickly and accurately;
- Managing incoming tickets, prioritizing and escalating where necessary;
- Identifying patterns in user requests to suggest product and process improvements;
- Collaborating closely with Customer Success, Product, and Engineering to streamline support operations;
- Contributing to the creation and maintenance of internal and external knowledge bases.

**Your impact**
- ** Focus**: Reactive and process-driven support
- ** Mission**: Ensure customers receive timely help and smooth issue resolution
- ** Core values**: Efficiency, precision, ownership of support processes
- ** Skills**: Analytical thinking, strong communication, attention to detail, fast troubleshooting
- ** KPIs**: First Response Time, Resolution Time, Ticket Backlog, CSAT

**Job requirements**
- 2-5 years of experience in customer support, operations, or a client-facing role in a SaaS environment;
- Strong problem-solving attitude and operational mindset;
- Excellent communication in both Italian and English (written and spoken);
- Experience using support tools such as Hubspot or similar;
- Ability to work cross-functionally and manage multiple priorities in a fast-paced environment;
- Data-driven mindset and process-oriented approach.

**What we offer**
- Competitive salary: we have a range between 25-30K € (based on your experience);
- Flexible work policy, for this position we ask you to be in the office at least once a week;
- Meal vouchers;
- Yearly welfare budget.

**Selection process**
- Interview with Gaia, our HR Manager
- Interview with the hiring manager
- Interview with a Sibill team member
- Interview with the CEO of Sibill

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