About Ops Hub Ops Hub is a specialized structure that focuses on establishing and managing multilingual support and concierge teams for ambitious digital services. The primary objective is to assist startups and scale-ups in the operational aspects of their projects, including recruitment, processes, quality, and performance. By handling all operational tasks, we enable our clients to direct their attention towards enhancing their products and services. The project you will be involved in centers around providing access to a 24/7 personal assistant for everyone through a user-friendly, seamless, and intelligent mobile application. This initiative requires a robust operational framework to support its implementation. At present, Ops Hub operates through two call centers located in Tunisia and Madagascar, with the incorporation of a third site underway. The team covers six active languages - French, English, Italian, Spanish, Portuguese, and German. Currently, we have over 80 agents, with plans to expand to 500 agents by the conclusion of 2025. Job Description As a member of our team, your responsibilities will include: - Managing complex customer queries related to subscriptions or personalized services - Demonstrating the ability to handle tense situations with composure and professionalism - Acting as the lead for the Italian language within the support team - Crafting and enhancing template responses, scripts, and monitoring tools - Collaborating with QA, training, and operations teams to drive continuous improvement - Proactively identifying and escalating issues or areas of friction Profile To excel in this role, you should possess the following qualifications: - Fluency in native or bilingual Italian is essential - Proficiency in either French or English is required - Demonstrated experience in customer support or after-sales service at Level 2/3 in demanding environments - Characteristics of autonomy, reliability, attention to detail, and proficiency in utilizing tools and processes - Ability to remain composed and manage emotions effectively under pressure Conditions This position offers: - A long-term freelance assignment with an immediate start date - Possibility of a hybrid work mode: initially, on-site presence is preferred, followed by a flexible working schedule ,
The role at Ops Hub involves handling complex customer requests related to subscriptions or personalized services. You should be adept at defusing tense situations with calm and professionalism. As the Italian language lead within the support team, you will be responsible for writing and improving template responses, scripts, and tracking tools. Your contribution to continuous improvement in collaboration with QA, training, and operations teams will be crucial. Proactively escalating issues or friction points is also part of the job scope. As a suitable candidate, you must be a native or bilingual Italian speaker and fluent in French or English. Your background should demonstrate proven experience in customer support or after-sales service (Level 2/3) within high-standard environments. Autonomy, reliability, attention to detail, and comfort with tools and processes are essential qualities for this role. Your ability to stay composed and manage emotions under pressure will be beneficial for success in this position. This is a long-term freelance mission with an immediate start date. A hybrid work mode is possible, with on-site presence preferred initially, followed by a flexible schedule.,