B2C Customer Happiness Specialist

Title: B2C Customer Happiness Specialist

Location: Milan Metropolitan City of Milan IT

Type: Full-time

Workplace: Hybrid remote

Job Description:

Description

Empatica

Empatica is a full-stack digital healthcare company and a pioneer in digital biomarker development and continuous patient monitoring driven by AI. Our platform consists of medical-grade smartwatches, software, and physiological and behavioural digital biomarkers. Together they enable the continuous remote monitoring of human health across a range of conditions, through clinical-quality digital measurements.

If you are looking to join a fast-paced growth environment and do meaningful work that can make a true impact in the world, then keep reading.

The role

At Empatica we embrace innovation, and make products that are changing the face of healthcare. On the Customer Happiness Team, you will be the ultimate person responsible for Empatica’s customer success! You will be required to work closely with various teams in Empatica, ensuring customer feedback is incorporated into our products, the communication with customers is handled with the highest quality and Empatica’s culture is embraced in every interaction.

As Empatica's Customer Happiness Specialist, you will:

• Guarantee high-quality service, provide help to customers, investigate and solve problems.
• Support our B2C and customers across web, email, chat and phone queries.
• Share feedback with the team and company, and identify trends and insights into user needs required to improve our products.
• Cooperate with the technical teams to produce easy-to-understand guides and articles (you can read  to see the kind of content we produce).
• Develop service procedures and standards.
• Deliver successful experiences for our clients while building a strong relationship between them and Empatica.
• Provide feedback and help contribute to the improvement of our internal product and tools.

 

Some important details:

• Empatica operates in an international environment with offices in Europe, the US, and Korea. All work is conducted in English.
• We are operating a hybrid model where our employees choose whether to work from home or come to the office.
• The shift for this role is Monday through Friday, from 10 am to 7 pm Milan time (Italy).

Requirements

You are the ideal person for this job if you:

• Have at least 3 years of experience in a professional context, preferably in customer support
• Have previous experience with using help desk software, Zendesk knowledge is a plus
• Are respectful, patient, and positive even if dealing with difficult people, yet assertive when needed
• Are an excellent writer and communicator
• Are proficient in English (mother tongue is highly appreciated)
• Are tech savvy and have the ability to quickly understand new products, and master new tools, processes and platforms
• Are familiar with processes for collecting user feedback and in translating them into actionable insights
• Are comfortable working with targets and metrics
• Are able to work both independently and as part of a team

Life at Empatica

You will join a fast-growing, international, and diverse team of 120+ talented people who care passionately about what we do and the difference we are making in the world. You’ll get the opportunity to work directly with colleagues across all levels of the organization, no matter their seniority, and learn from the people that built the business and our products.

If you jump on board, we can guarantee it won't be an easy ride, but it will be one of the most rewarding experiences in your career, one that will allow you to learn a lot, have true ownership of your work, and test your whole skillset on multiple projects which are helping thousands of people worldwide.

Read our blog post and find out some reasons .

 

Inclusion & Diversity

At Empatica we embrace diversity and inclusion. We have colleagues from almost 30 different countries, while over 50% of our team is women (double the tech average!). We believe this makes Empatica a more exciting and stimulating place to work, and brings different points of view to the table while fostering a spirit of communication, collaboration, and care, where everyone’s opinion and thoughts matter.

Benefits

•  Multiple opportunities to be challenged and step up your career in a fast-growth company in one of the hottest areas of tech
•  Competitive salary
•  Employee stock options - we want everyone who joins us to own part of the company and our success
•  We have offices in Milan City Center and Downtown Boston. And every summer, we hold an amazing beach retreat in Sardinia, Italy
•  Health Insurance
•  Wellhub membership with access to gyms, online classes, personal training sessions, and nutrition plans
•  Membership for mental health and wellness platforms
•  Free healthy lunch every day
• Free Kindle and books
• Personalized training plan for continuous learning & development
•  Flexible working hours
•  Much more…