Customer Support Executive

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7b8cc9

We are seeking a Customer Support Executive for Kippy , based in Milan.
An insight to the role
At Kippy, customer support is a strategic touchpoint of our brand. When a customer reaches out, it is often because something they care about deeply is involved: their pet's safety.
As a Customer Support Executive , you will be the voice and face of Kippy for thousands of pet owners. You will not just solve problems, you will build trust, gather valuable product insights, and directly contribute to making Kippy a better product and a stronger brand.
This is a role for someone who is comfortable navigating technical challenges one moment and handling a worried pet owner with empathy the next. You will work in a fast‐moving, international environment where your ideas are heard and your impact is visible from day one.
If you love animals, care about people, and believe that great technology should always come with great human support, this role was made for you.
Key Responsibilities
Manage Level‐2 tickets: handle escalated or complex cases from L1, ensuring accurate diagnosis and resolution.




Perform technical troubleshooting: investigate device/app/connectivity issues using logs, dashboards and internal tools.
Document resolutions: record root causes, steps taken and final solutions directly in the ticketing system.
Prioritize ticket queues: manage workload based on severity, SLA and customer impact.
Coordinate escalations: elevate cases to Product/Tech with clear context and actionable details.
Follow up proactively: keep customers updated until full resolution.
Identify recurring issues: flag patterns, bugs and usability problems to internal teams.
Required Qualifications
Proven experience in technical support, preferably in a 2nd level or similar role.
Experience with ticketing systems (e.g., Zendesk, Helpscout) and CRM tools.
Excellent communication skills in Italian and English (written and spoken).
Customer‐oriented mindset with a proactive attitude.
Strong analytical a

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7b8cc9