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About the role
Key responsibilities & impact- Resolve high-priority and complex complaints in both English and Italian, ensuring fair outcomes across our three-sided marketplace.
- Act as a specialist escalation point for critical issues, managing high-risk cases including those referred to ombudsman services or legal teams.
- Conduct root cause analysis to identify behavioral or systemic trends in escalations and contribute to global process enhancements.
- Liaise with internal stakeholders and regulatory bodies to investigate disputes while ensuring full compliance with GDPR and industry standards.
- Draft professional, empathetic correspondence for complex cases, maintaining a high standard of accuracy and documentation.
- Drive continuous improvement by identifying opportunities to streamline the customer journey and prevent recurring complaints.
Requirements
What you’ll need- Significant experience in escalation or senior complaints handling, preferably within a regulated industry or fast-paced tech environment.
- Fluency in English and Italian, with the ability to communicate professionally and empathetically in both languages.
- Strong understanding of complaint resolution processes, including familiarity with regulatory requirements (e.g., FCA, GDPR, or equivalent).
- Proven ability to navigate complex negotiations and conflict resolution, maintaining professionalism during challenging conversations.
- Strong analytical and problem-solving skills, with a demonstrated ability to assess complex data and make well-reasoned decisions.
- Experience using CRM systems and case management tools to track, report, and manage multiple high-priority cases simultaneously.
Benefits
Comp & perks- Make a visible impact every day
- Grow through ownership
- Develop deep operational expertise
- Deliver together in an inclusive culture
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
complaint resolutionroot cause analysisdata assessmentnegotiationconflict resolution
Soft Skills
professional communicationempathyanalytical skillsproblem-solvingcontinuous improvement