Helpdesk - Italian

• Serve as the primary point of contact for customers post-purchase, ensuring an outstanding customer experience
• Manage onboarding processes, helping users set up, understand, and adopt digital products
• Provide timely and effective solutions to customer questions, technical concerns, and usability challenges
• Monitor customer interactions, usage patterns, and satisfaction levels to identify improvement, retention, and revenue opportunities
• Proactively follow up with customers to ensure successful product usage, reduce churn, and drive account growth
• Identify, propose, and close upsell and cross-sell opportunities in line with assigned sales targets and KPIs
• Collaborate closely with the Sales team to align on account strategy, opportunities, and pipeline development
• Work with Product and Technical teams to report issues, share customer feedback, and support product improvements
• Maintain accurate records of customer interactions, opportunities, and sales activities using CRM and support tools
• Contribute to creating and updating knowledge-base articles, FAQs, and self-service resources

• Proficiency in Portuguese and Spanish
• a good command of English and/or Italian is a strong plus, especially for managing international customers and commercial conversations
• 3-5 years of experience in customer success, sales support, or account management roles, preferably in a digital or tech-driven company, with demonstrated exposure to revenue-related activities (upselling, renewals, or account growth)
• Strong written and verbal communication skills, with the ability to build trust, handle objections, and engage customers throughout both support and sales interactions
• Familiarity with customer support platforms (e.g., Zendesk or similar) and CRM tools, with the ability to track customer interactions, opportunities, and sales-related activities accurately
• Problem-solving mindset combined with commercial awareness, able to balance customer advocacy with business objectives while remaining calm and empathetic under pressure
• Proactive, well-organized, and results-oriented, with a strong passion for delivering excellent customer experiences and achieving assigned sales targets.

a good command of English and/or Italian is a strong plus