Customer Support Manager

Our mission is to redefine the way companies manage their finances, by delivering a seamless, intuitive and collaborative, end-to-end financial management experience.We are at the forefront of financial innovation and fight so that Italian business can thrive.Funded by fintech experts in the Italian and European landscape and backed by the most innovative Italian financial institutions, we are on the lead to grow a champion in the industry.We want to build a truly agile company where everyone is empowered on their duties and responsibilities.You have the opportunity to join this project and make your concrete and strong impact in building the products.If starting from scratch stimulates you, and you want to think without boundaries, if you are looking for an opportunity in fintech world, join us in this journey.We are looking for a Customer Support Manager, who will lead our customer support team, ensuring that every interaction is an opportunity to strengthen the relationship with our users.You will be responsible for the team's operational efficiency, the quality of service provided, and the evolution of customer care processes.Your goal will be to ensure an excellent customer experience consistent with our company's values and goalsWhat you will doLead and support the customer support team, ensuring that they respond effectively to customer inquiries via chat, email, and phoneMonitor team performance, providing regular feedback and promoting professional developmentManage escalations and critical situations, collaborating with internal teams (e.G. tech, product) to quickly resolve issuesIdentify recurring trends in tickets to propose systemic solutions and improve service qualityCollaborate with the product team to optimize processes and contribute to the development of the internal knowledge baseMonitor operational performance (KPIs, SLAs) and edit periodic reports on customer support trends, with proposals for operational improvementsDefine and implement new customer care strategies to support business growthPlan shifts, workloads and resources based on volume of requestsMonitor complaints and complex cases, in collaboration with other teams inside and outside the companyMonitor customer satisfaction and define corrective/improvement actionsTrain the team on products, procedures and communication techniquesWhat you need to succeedWe are looking for ambitious and dedicated individuals with a passion for customer care and a results-oriented approach.If you have these qualities, Tot could be your next professional adventure:4+ years of experience in customer care/support roles, of which at least 1-2 in a coordination or team management positionExcellent leadership and people management skillsExperience in dynamic or growing environments, preferably in the fintech, banking or digital industryExcellent communication skills, empathy and strong problem-solving orientationAbility to analyze data and identify improvement actionsExcellent command of Italian language and good knowledge of English (professional level)Familiarity with chat and ticketing tools (e.G. Intercom, Jira, Zendesk), CRM and multichannel support platformsWhat we offer*****k€ base salaryOpportunities for professional growth in an expanding fintech companyBudget for training and development (courses, books, training events)Hybrid work environment (office near Milan Central Station + smart working)Ticket restaurant, health insurance and company MacBookParenting support with allowance and flexibility for new parentsA young and motivated team, always ready to support you in your growth pathHiring stepsHR screening callIntroduction and deepdive call with the managerFinal interview with Tot's co-foundersTo grow with us, it is not enough to do your job well:we are looking for people who will put in their own effort, demonstrating not only competence, but also initiative and proactivity.