Customer Support Specialist | Art. 18, L. 68/99

Job description

This position is reserved for candidates belonging to the protected categories referred to in Article 18 of Italian Law No. 68/1999, in accordance with the applicable provisions on mandatory employment. We are committed to equal employment opportunities and encourage all candidates to explore our other open positions on our Careers page . From day one at Unobravo, we’ve been on a mission to make mental health support truly accessible to everyone by normalizing therapy, fostering openness, and breaking down the stigma that still surrounds it. Our success is driven by an exceptional team dedicated to providing high-quality, accessible care, anytime, anywhere. With over 9,500+ qualified therapists and more than 10 million therapy sessions delivered, we’re proud to have made a meaningful difference in countless lives. Join us as our new Customer Support Specialist in the Customer Support Team : an opportunity to shape innovation in the mental health industry and drive solutions that make a global impact. We’re seeking someone bold and visionary , ready to break barriers and fuel our international expansion. The Essentials Seniority: Entry level / Junior Working hours: Part-time, 24 hours/week (Saturday to Monday, 9:00 AM – 6:00 PM) Languages: Italian and English Salary Range: EUR 23,000 - 26,000 in line with our commitment to transparent and equitable compensation practices. * this RAL is calculated on a full-time basis (40h/week) and will be pro-rated according to the actual part-time working hours (24h/week) What You’ll Do Deliver timely, high-quality support to our patients and therapists, resolving day-to-day operational requests while gathering valuable insights to continuously improve the service and support processes. Handle support requests: manage administrative, technical and clinical requests from platform users across our different channels. Support users and stakeholders: provide information and assistance to active users, prospective users and internal or external stakeholders. Own ticket resolution: manage support tickets in line with our quality, productivity and SLA standards, resolving requests independently and escalating complex cases to your supervisor or other teams when needed. Contribute to continuous improvement: collaborate with internal teams to improve our processes, documentation, and support tools. Help shape our procedures: draft support procedures based on guidance from your supervisor. ✅ Must-have skills Digital fluency: good command of digital tools (Office/Google Workspace, email, web navigation). Data-privacy awareness: basic understanding of confidentiality and data-protection principles (GDPR), given the sensitive nature of the clinical/health data handled. Empathy & active listening: ability to understand users' real needs even when requests are unclear or or arise during challenging or sensitive situations. Problem-solving & proactivity: ability to independently investigating and resolving first-level (Tier 1) requests, while knowing when to escalate more complex issues. Resilience & stress management: ability to remain calm, responsive and service-oriented when handling high ticket volumes or delicate requests. Accuracy & attention to detail: meticulous when handling data, documenting interactions and following established processes. Time & priority management: skilled at organising multiple requests effectively and balancing competing priorities while consistently meeting SLAs. 🚀 Power-Ups C omfortable with ticketing/helpdesk platforms (e.g. Zendesk) Previous experience in customer service, contact centre or helpdesk roles Familiarity with the healthcare, wellbeing or psychological support sector ✨ Not everyone checks every box, and that’s okay. If this role inspires you and you’re passionate about making an impact in our mission, we’d love to hear from you. 🎁 What we offer 🌱 Scaling with purpose Step into a work environment that's in constant motion , and ever-evolving . Be part of a company that's on the rise! 💆 Everyone Needs Unobravo Your mental health matters. Get access to exclusive discounts on psychotherapy sessions with our professionals: your well-being comes first. 🎉 Moments That Matter Enjoy unforgettable company retreats , team-building experiences , nationwide aperitivo parties and more.. Because we love celebrating milestones together! 🗣️ Free Online Language Training We speak your language, and want you to speak ours! Enjoy a free membership and conversation courses on our language platform to grow personally and professionally. 🎂 Birthday Off Celebrating the passing of time is also fun at Unobravo! All employees can enjoy a day off on the month of their birthday . 🧘‍♀️ World Mental Health Day, Our Way On World Mental Health Day, we step back together, giving each of us an additional day off to rest, reflect and recharge. 👶 Inclusive Parental Leave Enjoy extra days off to celebrate the arrival of your little ones. Available for all parents , including biological fathers, same-sex parents, adoptive, and foster parents. Because every family deserves time to connect. 🌈 To Fit in Our Culture At Unobravo, what truly connects us isn’t just what we do — it’s how we do it. If you’re curious to discover the values and behaviors that guide us every day, take a look at our Culture Page and see what being part of Unobravo really means. 💫 Come as you are At Unobravo, everyone is welcome. We value individuality and believe that diverse perspectives make us stronger. We’re proud to be an equal-opportunity employer and to provide reasonable accommodations to ensure a fair and accessible hiring process for all. If you require any support or adjustments during the application or interview process, please let us know, we’ll do our best to make sure you have a positive experience. 🗓️ Selection Process Every application is carefully reviewed by our Talent team. If your profile matches the role, we’ll reach out to schedule an introductory call. Our selection journey may vary depending on the position, but it’s always designed to be clear, engaging, and meaningful. You might be invited to complete a case study and will meet your future manager and key team members along the way, so you can get a real sense of what it’s like to work with us, because finding the right fit goes both ways. And don’t worry! You’ll always have a dedicated point of contact from our Talent team to guide you through each step and make sure you have the best possible experience.