What You Will Be Doing
First 3 months: 70% knowledge base and processes, 20% training, 10% ad hoc support. Later: shift toward QA coaching and continuous improvement.
Knowledge Base & Information Hub (Core Responsibility)
- Knowledge base live per May, with core articles for top topics
- First response time and resolution accuracy improvement
- Training curriculum delivered and new hires certified
- Weekly "top 10 issues" insights to Sales director, International Expansion Lead, and Products.
- You define taxonomy, article templates, review cadence, and ownership per domain.
Quality, Training & Coaching
- Support onboarding and training of Customer Service employees for the Italian market.
- Monitor communication quality (written and verbal).
- Organize coaching sessions and knowledge-sharing initiatives.
- Track employee development and skill progression.
Marketing & Communication Support
- Own support related Italian content (FAQ, help center, service updates)
- Translate newsletters, customer communications and product updates into Italian.
- Marketing remains owner of campaigns and brand messaging
(Affinity with Marketing or content creation is therefore a strong plus.)
Continuous Improvement & Operations
- You translate ticket insights into weekly improvement proposals for Product, Carrier Management, and Operations.
- Help establish scalable Customer Service processes for Italy.
- Act proactively in a fast-changing environment where responsibilities may evolve.
- When needed, support operational customer contact activities, including answering customer calls or handling cases.
- If workload for Italy allows, contribute to improvements and activities within the Dutch Customer Service team.
- HBO+/Bachelor working and thinking level.
- Senior-level Customer Service experience or equivalent (trainer, coach, senior agent, floorwalker).
- Experience creating documentation, work instructions or training materials.
- Experience improving processes or operational workflows.
- Preferred:
- Experience with knowledge base management.
- Experience working in cross-functional environments.
- Affinity with marketing, content or communications.
- Experience within e-commerce or digital services.
Competencies
- Entrepreneurial mindset - comfortable building structure from scratch.
- Analytical - able to structure information and identify improvements.
- Strong communicator - clear and adaptable communication style.
- Hands-on mentality - willing to step in operationally when needed.
- Organized & structured - able to manage multiple priorities.
- Continuous improvement mindset - proactively drives change.
- Stress-resilient - maintains overview in dynamic environments.