Junior Customer Care Representative (L.68/99)

Job description

**📢 Championing Diversity: People with disabilities encouraged to apply (L.68/99) 🚀** This role is part of our commitment to fostering an inclusive workplace: this is why Satispay mainly dedicates this job opportunity to candidates eligible under specific employment protection laws, including those with disabilities or other protected status, in line with Italian law (L.68/99). We encourage candidates from all backgrounds to apply. Still willing to apply for the role? This specific application form is dedicated mainly to candidates with disabilities. However, we value diversity and talent in all its forms, and everyone is welcome to apply for a job at Satispay! **If you’re interested in the role, but you’re not a candidate with disabilities, visit the following link and apply** [**here**](https://jobs.ashbyhq.com/satispay/72246089-bf9d-4ff2-a54d-75ace4594856)**.** **About us** Traditional banking has never really given you control over your financial life. Satispay exists to change that: to **empower people through finance**. That means making financial services easy and accessible for over 6.5M users. We started with payments, then benefits, investing, cards... and we’re not done. Not even close. We follow the same logic every time: find a real problem, solve it properly, then look for the next one. The destination? To build the most loved financial platform in the world. If you own outcomes rather than tasks, stay close to what users need, and refuse to wait for someone else to fix what's broken — you'll find people here who work exactly in the same way. And together, you'll build something worth being proud of. **What you'll be doing** As our Junior Customer Care Representative, you'll own delivering outstanding, empathetic support to our users, ensuring a smooth and frictionless financial experience. Here's what that looks like in practice: - **Ticketing & Queue Management -** Handle user requests primarily via email and ticketing systems (e.g., Zendesk) with low to medium complexity, maintaining precise ticket categorisation. - **Workflow & SOP Execution -** Apply standard operating procedures (SOPs) rigorously and execute specific workflows to ensure consistent, high-quality resolutions. - **Multi-channel Support -** Manage basic direct messages (DMs) and social media interactions, and handle inbound/outbound calls as required by operational needs. - **Team Collaboration -** Work closely within your team under the guidance of a Team Lead (TL), leveraging the Quality team for continuous support, alignment, and proper escalation of complex issues. - **Continuous Learning -** Engage in a comprehensive ~17-day onboarding and training program, followed by day-to-day mentoring with an assigned buddy to constantly sharpen your skills. **Who we're looking for** This role needs someone who is a problem-solver, loves teamwork, and gets things done with a high degree of curiosity and readiness for real ownership. - **Mindset & Growth -** Positive attitude, growth mindset, and highly coachable, with the ability to actively seek, accept, and apply constructive feedback. - **Resilience & Adaptability -** High curiosity and stress resistance, showing comfort and agility when process changes happen quickly in a fast-paced environment. - **Empathy & Communication -** Strong sense of empathy, putting yourself in the user's shoes to solve their problems efficiently. - **Tech Savviness -** Previous exposure to ticketing systems like Zendesk or managing digital customer communications is a strong plus. Don't worry if you don't tick every box. We believe in the power of different viewpoints and strengths. Your unique perspective is important as we build something special: if you're passionate and can make a difference, we truly encourage you to apply. **CareAbout: how we support your impact** We move fast, and evolution never stops. It’s a fun ride, but it can be challenging. To make sure our people truly thrive, we’re committed to making their lives easier, both in the office and out in the world. That’s why we created CareAbout: - ❤️ **Health:** private insurance for you and your family, psychological support with Serenis, mental health workshops. - 💰 **Financial resources:** Stock Option Plan, meal vouchers, relocation support if you’re moving countries. - ⚙️ **Growth and development:** professional development programs, internal mobility, language courses with Preply. - 🌱 **Flexibility:** unlimited PTO, hybrid working policy\*, flexible working hours. - 👨‍👩‍👧 **Family:** enhanced parental leave, additional leave for child sickness. *\*We embrace three days per week in-office (Tuesday and Thursday + 1 of your choice), with the option to request extra remote time.* **Initial salary:** Starting from €28,000 gross per annum This baseline is set using objective, gender-neutral criteria for the role's core requirements. However, **we do not believe in putting a ceiling on talent.** The final compensation package is tailored according to your unique experience and expertise. If your skills go beyond the standard profile, apply anyway so we can discuss a package that reflects your true value. **Equal opportunity employer** At Satispay, we're proud to be an equal opportunity employer. We celebrate diversity and inclusion, welcoming individuals of all backgrounds. This opportunity is open to everyone, regardless - for instance - of race, colour, religion, sex, gender identity, sexual orientation, and national origin. Join us in a workplace where everyone belongs! **Learn more about us** Curious what it's actually like here? Our values and pillars shape how we work every day: [**explore them here**](https://www.satispay.com/en-it/work-at-satispay/). #LI-VR1 #LI-Hybrid *By submitting this application, I acknowledge that I have read and understood the content of the* [*Privacy Policy*](https://www.satispay.com/en-it/legal-hub/privacy-policy/candidates/)