Senior Customer Care Representative
Pubblicato il 11-09-2026 - Satispay in Milano
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 Senior Customer Care Specialist, you’ll manage complex multi-channel cases, driving continuous improvements to our processes and keeping our customer experience standards exceptionally high. Here’s what that looks like in practice:
- Complex Ticket & SLA Management - Oversee high-priority and complex ticket workflows across multiple channels (email, chat, and other platforms) for assigned products, maintaining strict compliance with channel-specific SLAs to optimize customer experience and reduce wait times.
- Outbound Calling & Retention - Execute proactive outbound calls for customer insights, CSAT/feedback collection, and telephone retention activities according to predefined procedures.
- Escalation Management - Act as a third-level escalation point, coordinating directly with other internal teams to resolve critical or highly specialized customer cases.
- Feedback & Insights Loop - Structurally collect and monitor feedback on product functionality, recurring issues, and unmet customer needs. Identify pain points in the customer journey and report anomalies or ticket spikes to project teams, Quality Assurance, and WFM.
- Review Monitoring & Sentiment Analysis - Monitor customer reviews ac