About Ops Hub
Ops Hub is a structure specialized in setting up and managing multilingual support & concierge teams for ambitious digital services. We support startups and scale-ups in the operational execution of their projects: recruitment, processes, quality, performance – we handle everything so they can focus on the product.
The project you'll be working on?
Making a 24/7 personal assistant accessible to everyone, through a simple, seamless and intelligent app.
Behind that promise lies a powerful operational machine.
Today, we operate through 2 call centers (Tunisia, Madagascar), with a 3rd site currently being integrated, covering 6 active languages (FR, EN, IT, ES, PT, DE), with over 80 agents – and a projection of 500 agents by the end of 2025.
Description du poste
Missions
- Handle complex customer requests related to subscriptions or personalized services
- Be able to defuse tense situations with calm and professionalism
- Serve as the Italian language lead within the support team
- Write and improve template responses, scripts, and tracking tools
- Contribute to continuous improvement in collaboration with QA, training, and operations teams
- Escalate issues or friction points clearly and proactively
Profil recherché
Profile
- Native or bilingual Italian speaker required
- Fluent in French or English
- Proven experience in customer support or after-sales service (Level 2/3), in high-standard environments
- You are autonomous, reliable, detail-oriented, and comfortable with tools and processes
- You know how to stay calm and manage your emotions under pressure
- Presence in Lisbon is preferred (or willingness to relocate) – partial remote possible
Conditions
- Long-term freelance mission
- We value excellence: benefit from a generous package, with above-market pay and performance bonuses
- Start: ASAP
- Hybrid mode possible: on-site presence preferred at the beginning, then flexible rhythm