Product Support Specialist - Italy

Salary Competitive

About Superb:

Superb is the world’s #1 Guest Experience Management platform collecting all the tools to run a restaurant while collecting guest data to provide personal experiences, build guest relationships, increase retention and maximize revenue.

Superb created the Guest Experience Management category and is on a mission to change the way restaurants operate by using guest data. Our all-in-one platform is celebrated in the restaurant industry, trusted by the new generation of restaurateurs we’re dedicated to empowering restaurants worldwide.

 

The Superb opportunity:

This is a great opportunity to join the Customer Experience team who owns the entire existing customer journey. 

We are looking for an Italian-speaking Product Support Specialist who is passionate about delivering world-class service. Support is done virtually via Phone, chat and email.  

At Superb you will be a important part of one of our key USPs - a strong support team that helps customers every day. You'll be instrumental in ensuring customers can reach us easily and get help quickly. You do this by having a curious and solution orientated mindset and a focus to resolve issues fast. 

You will work closely with the full Support team and across the CX team.

The role is casual remote but ideally you are located in or around these cities, Milan, Rome, Copenhagen or Stockholm. Some travel in your local country market is expected.

What you will do:

You know how to support customers, by handling support requests via different channels. You're equally as happy on the phone and chat as in email. You should have a proven track record in helping customers achieve high levels of satisfaction with a Saas Product. You will become a member of a team, who has a razor focus on quality and delivering value to our users. You should know your way around technology, and be able to work in a structured way.

  • Ensure that new customers have a positive and valuable touch point with Superb support. 
  • Work closely with the Customer Success teams to resolve any tickets or issues faced by your customers in a timely and friendly manner. 
  • Understand how customers are currently using the products and identify potential challenges coming up you think can be flagged to customer success
  • Align with the product team to ensure feedback loops and communicate the voice of customers.

 

What you will need:

  • Minimum 2 years of experience in a customer-facing role at a SaaS company. You are used to doing eg. support, onboarding, product training, and driving product usage to increase satisfaction.
  • Naturally curious and problem solving and not afraid to engage with customers or internal teams
  • Strong ability to understand customers business challenges 
  • Excellent communication and interpersonal skills.
  • Strong team player, efficient, structured, and solution-oriented.
  • Must be fluent in Italian and good working level proficiency in English
  • You are ideally based in Milan, Rome, Copenhagen or Stockholm but we welcome applicants from across Italy that fit the role description. 

Note: we recognize imposter syndrome is real. Any candidate that does not perfectly fit every skill we are looking for in this role is still strongly encouraged to apply

 

Sounds like a Superb opportunity?

We will fill the position as soon as we find the right candidate, so don't think twice, send your application to us. We are excited to hear from you, don’t hesitate to apply!

We only accept applications in English.

Read more about why we created the category here:

https://www.superbexperience.com/guest-experience-management

 

We have some Superb Perks

  • Learning & sharing environment
  • Flexible working hours
  • Need some vacation days to recharge and go explore the world? At Superb you always have some vacation paid in advance so you don't have to worry about getting that extra mojito
  • An international team - we are a lot of different nationalities working together!
  • We are a remote company but we have a hub in beautiful Copenhagen and, some say, even more, beautiful Stockholm 
  • You don't have a hub in your city? We will provide a seat in a co-working space near you whenever you feel like it
  • Social gatherings: building relationships matter - dinner with your colleagues, online gatherings, the important is to hang out together
  • Is it your birthday? Have the day off to celebrate and enjoy the way you deserve

Superb is an equal opportunity employer and values diversity within the company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, or marital status

Perks and benefits

This job comes with several perks and benefits

Flexible working hours
Flexible working hours

Time is precious. Make it count. Morning person or night owl, this job is for you.

Social gatherings
Social gatherings

Social gatherings and games; hang out with your colleagues.

Skill development
Skill development

We want to take you from good to great.

Remote work allowed
Remote work allowed

You know how you perform best. Work from your couch, your favorite cafe or abroad when you feel like it.

Paid holiday
Paid holiday

Metropolitists, beach boys and mountaineers we salute you and pay you to go and explore the world.

Work life balance
Work life balance

Carve out time for your kids, friends and personal cider projects.

See all 9 benefits

Working at
Superb

Running a restaurant using multiple systems is not sufficient anymore. The lack of integrations makes it challenging for restaurants to collect and use the insights needed to improve performance, upsell to guests, and build repeat business. Superb empowers the new generation of restaurateurs with a new, more innovative way of working. Introducing Guest Experience Management, the first all-in-one platform gathering all the tools to run a restaurant (Reservations, POS & Payments) while collecting guest data to provide personalised guest experiences, build guest relationships and maximise revenue. Together we believe #experiencematters.

Read more about Superb

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