helpdesk - italian.

Serve as the primary point of contact for customers post-purchase, ensuring an outstanding customer
experience.
• Manage onboarding processes, helping users set up, understand, and adopt digital products.
• Provide timely and effective solutions to customer questions, technical concerns, and usability
challenges.
• Monitor customer interactions, usage patterns, and satisfaction levels to identify improvement,
retention, and revenue opportunities.
• Proactively follow up with customers to ensure successful product usage, reduce churn, and drive
account growth.
• Identify, propose, and close upsell and cross-sell opportunities in line with assigned sales targets and
KPIs.
• Collaborate closely with the Sales team to align on account strategy, opportunities, and pipeline
development.
• Work with Product and Technical teams to report issues, share customer feedback, and support product
improvements.
• Maintain accurate records of customer interactions, opportunities, and sales activities using CRM and
support tools.
• Contribute to creating and updating knowledge-base articles, FAQs, and self-service resources.

Proficiency in Portuguese and Spanish; a good command of English and/or Italian is a strong plus,
especially for managing international customers and commercial conversations.
• 3-5 years of experience in customer success, sales support, or account management roles, preferably
in a digital or tech-driven company, with demonstrated exposure to revenue-related activities
(upselling, renewals, or account growth).
• Strong written and verbal communication skills, with the ability to build trust, handle objections, and
engage customers throughout both support and sales interactions.

HR_February 2026
• Familiarity with customer support platforms (e.g., Zendesk or similar) and CRM tools, with the
ability to track customer interactions, opportunities, and sales-related activities accurately.
• Problem-solving mindset combined with commercial awareness, able to balance customer advocacy
with business objectives while remaining calm and empathetic under pressure.
• Proactive, well-organized, and results-oriented, with a strong passion for delivering excellent
customer experiences and achieving assigned sales targets.