Customer Service Knowledge and Quality Lead, Italy

What You Will Be Doing

First 3 months: 70% knowledge base and processes, 20% training, 10% ad hoc support. Later: shift toward QA coaching and continuous improvement.

Knowledge Base & Information Hub (Core Responsibility)

• Knowledge base live per May, with core articles for top topics
• First response time and resolution accuracy improvement
• Training curriculum delivered and new hires certified
• Weekly “top 10 issues” insights to Sales director, International Expansion Lead, and Products.
• You define taxonomy, article templates, review cadence, and ownership per domain.

Quality, Training & Coaching

• Support onboarding and training of Customer Service employees for the Italian market.
• Monitor communication quality (written and verbal).
• Organize coaching sessions and knowledge-sharing initiatives.
• Track employee development and skill progression.

Marketing & Communication Support

• Own support related Italian content (FAQ, help center, service updates)
• Translate newsletters, customer communications and product updates into Italian.
• Marketing remains owner of campaigns and brand messaging

(Affinity with Marketing or content creation is therefore a strong plus.)

Continuous Improvement & Operations

• You translate ticket insights into weekly improvement proposals for Product, Carrier Management, and Operations.
• Help establish scalable Customer Service processes for Italy.
• Act proactively in a fast-changing environment where responsibilities may evolve.
• When needed, support operational customer contact activities, including answering customer calls or handling cases.
• If workload for Italy allows, contribute to improvements and activities within the Dutch Customer Service team.

Who You Are

You can turn messy operational knowledge into structured, searchable content.

You enjoy writing clear customer facing copy.

Education & Experience

• HBO+/Bachelor working and thinking level.
• Senior-level Customer Service experience or equivalent (trainer, coach, senior agent, floorwalker).
• Experience creating documentation, work instructions or training materials.
• Experience improving processes or operational workflows.

Preferred:

• Experience with knowledge base management.
• Experience working in cross-functional environments.
• Affinity with marketing, content or communications.
• Experience within e-commerce or digital services.

Language Requirements

Fluent Italian (required) — spoken and written
Fluent English (required) — spoken and written
Dutch is a strong plus but not required

Competencies

• Entrepreneurial mindset — comfortable building structure from scratch.
• Analytical — able to structure information and identify improvements.
• Strong communicator — clear and adaptable communication style.
• Hands-on mentality — willing to step in operationally when needed.
• Organized & structured — able to manage multiple priorities.
• Continuous improvement mindset — proactively drives change.
• Stress-resilient — maintains overview in dynamic environments.

Practical Requirements

• Minimum availability of 32 hours per week
• Available on Mondays and Fridays
• Available once per month on Saturday
• Available until 18:30 on weekday
• Permanent term.
• Reporting to Head of Customer Service and Italy lead.