Customer Support Specialist

• Deliver timely, high-quality support to patients and therapists
• Handle administrative, technical, and clinical requests from platform users across multiple channels
• Provide information and assistance to active users, prospective users, and internal or external stakeholders
• Manage support tickets according to quality, productivity, and SLA standards
• Resolve requests independently and escalate complex cases to a supervisor or other teams
• Collaborate with internal teams to improve processes, documentation, and support tools
• Draft support procedures based on supervisor guidance

• Part-time availability for 24 hours/week, Saturday to Monday, 9:00 AM–6:00 PM
• Italian and English languages
• Good command of digital tools, including Office/Google Workspace, email, and web navigation
• Basic understanding of confidentiality and GDPR data-protection principles
• Ability to understand users’ needs in challenging or sensitive situations
• Ability to independently investigate and resolve first-level (Tier 1) requests and escalate complex issues
• Ability to remain calm and service-oriented during high ticket volumes or delicate requests
• Accuracy in handling data, documenting interactions, and following established processes
• Ability to organise multiple requests, balance competing priorities, and meet SLAs
• Comfortable with ticketing/helpdesk platforms such as Zendesk
• Previous customer service, contact centre, or helpdesk experience
• Familiarity with healthcare, wellbeing, or psychological support sector
• Candidate must belong to the protected categories referred to in Article 18 of Italian Law No. 68/1999

• Exclusive discounts on psychotherapy sessions with Unobravo professionals
• Company retreats
• Team-building experiences
• Nationwide aperitivo parties
• Free online language training and conversation courses
• Birthday day off during the month of the employee’s birthday
• Additional day off on World Mental Health Day
• Inclusive parental leave with extra days off
• Equal-opportunity workplace and reasonable accommodations during hiring