Level 3 Support Agent

hace 4 días

Barcelona, España Ops Hub A tiempo completo

**About Ops Hub**

Ops Hub is a structure specialized in setting up and managing multilingual support & concierge teams for ambitious digital services. We support startups and scale-ups in the **operational execution** of their projects: recruitment, processes, quality, performance - we handle everything so they can focus on the product.

**The project you'll be working on?**
Making a 24/7 personal assistant accessible to everyone, through a simple, seamless and intelligent app.
Behind that promise lies a **powerful operational machine**.
Today, we operate through **2 call centers** (Tunisia, Madagascar), with a **3rd site currently being integrated**, covering **6 active languages** (FR, EN, IT, ES, PT, DE), with over **80 agents** - and a projection of **500 agents by the end of 2025**.

**Description du poste**:
**Missions**
- Handle **complex customer requests** related to subscriptions or personalized services
- Be able to **defuse tense situations** with calm and professionalism
- Serve as the **Italian language lead** within the support team
- Write and improve **template responses, scripts, and tracking tools**:

- Contribute to **continuous improvement** in collaboration with QA, training, and operations teams
- ** Escalate issues or friction points** clearly and proactively

**Profil recherché**:
**Profile**
- ** Native or bilingual Italian speaker** required
- ** Fluent in French or English**:

- Proven experience in **customer support or after-sales service (Level 2/3)**, in high-standard environments
- You are **autonomous, reliable, detail-oriented**, and comfortable with tools and processes
- You know how to **stay calm and manage your emotions under pressure**

**Conditions**
- ** Long-term freelance mission**:

- We value **excellence**: benefit from a **generous package**, with **above-market pay** and **performance bonuses**:

- ** Start: ASAP**:

- ** Hybrid mode possible**: on-site presence preferred at the beginning, then flexible rhythm

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