Customer Operations Specialist

4 giorni fa

Milano, Lombardia, Italia Sibill 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 Outdated tools and fragmented data waste entrepreneurs a lot of hours each week — we give this time back by integrating invoicing, payments, treasury, and accounting in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:

  • Providing first-line, high-quality support via chat, calls and email;
  • 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

  1. Interview with Gaia, our HR Manager
  2. Interview with the hiring manager
  3. Interview with a Sibill team member
  4. Interview with one of the CoFounders of Sibill

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