Sales Onboarding Specialist

About the Role:

The Customer Support Specialist is at the heart of ensuring an exceptional customer experience. This role is pivotal in maintaining customer satisfaction, building trust, and enhancing loyalty. As the first point of contact for customers, the specialist ensures efficient and effective communication, helping customers maximise the value of our solutions, including Terminal/POS services and digital banking solutions.

In addition to support, this role may involve assisting with inbound leads, and guiding them in their first interactions with our platform.

Key Responsibilities:

• Respond promptly and professionally to customer inquiries via chat, email, or phone
• Provide expert guidance and support to ensure a smooth and seamless customer experience
• Escalate complex cases to the appropriate teams (Product, Sales, Operation) when necessary
• Assist new users with onboarding, helping them maximize the value of our solutions
• Maintain accurate customer records in CRM tools, ensuring data consistency
• Identify patterns in customer feedback and share insights with internal teams to drive improvements
• Potentially engage with inbound leads, assessing their needs and providing initial guidance on our solutions
• Continuously improve customer interactions, support processes, and self-service resources.

Requirements:

• Proven experience in customer support, technical support, or a related client-facing role (preferably in fintech, payments, or SaaS)
• Strong problem-solving skills, with the ability to diagnose and resolve issues efficiently
• Excellent communication skills (speaking and writing), with the ability to interact professionally across multiple channels
• Ability to manage multiple tasks in a fast-paced, dynamic environment
• Familiarity with POS systems, digital banking, or fintech solutions is a plus
• Native Italian Speaker and minimum a B2 in English
• Proficiency in CRM and helpdesk tools is a plus.