• Coordinate daily customer service operations, ensuring efficient processes and high levels of customer satisfaction. • Manage incoming customer inquiries through various channels, including phone, email, and chat. • Assist in resolving customer issues and complaints in a timely and effective manner. • Collaborate with sales, logistics, and product teams to address customer needs and ensure successful order fulfillment. • Document customer interactions, feedback, and resolutions in the CRM system. • Prepare and analyze reports related to customer service operations and performance metrics. • Identify trends in customer feedback and collaborate with the team to implement improvements. • Train and mentor new customer service team members as needed. • Stay updated on product knowledge and industry trends to better assist customers.

About the Role MPS Monitor is looking for a Customer Support Specialist / Customer Service Representative registered under Law 68/99 (Categorie Protette) to join our global team and support our operations in Italy. In this role, you will help ensure that customers worldwide receive high-quality support and assistance when using our platform and services. At MPS Monitor, we follow a strong customer-centric approach, from designing innovative solutions to providing outstanding customer support. As part of our team, you will interact directly with customers, assist them with technical and service inquiries, and collaborate with internal teams to ensure the best possible user experience. This position is ideal for candidates who enjoy technology, troubleshooting, and customer interaction, and who want to grow in an international SaaS environment. Key Responsibilities - Serve as a primary point of contact for customers, providing professional support via email and phone. - Handle customer inquiries and issues efficiently, escalating complex cases when required. - Support customers during installation, configuration, and usage of the MPS Monitor platform and related tools. - Assist with troubleshooting device connectivity, data collection agents, and platform-related issues. - Provide guidance on network printer monitoring, device communication, and software configuration. - Collaborate with internal teams (technical support, development, and operations) to resolve technical cases. - Identify recurring issues and suggest improvements to internal processes and customer documentation. Maintain accurate records of support interactions in the company systems

• Responsible for leading and developing a team of Customer Experience Specialists • Champion a culture built on caring connections and true ownership of member issues • Directly supervise a team of Customer Experience Specialists • Monitor and improve first call resolution (FCR) performance • Conduct performance meetings with direct reports and develop individualized coaching plans • Ensure accurate, timely, and thorough documentation of all member interactions • Analyze call trends and identify coaching and process improvement opportunities • Conduct interviews and participate in hiring decisions for new Specialists • Promote team engagement, resilience, and professional growth

Vezloo is Hiring: French Speakers (100% Remote) Vezloo is currently looking for French-speaking professionals to join our growing team. This is a fully remote opportunity offering a stable work schedule and the chance to work within a collaborative and dynamic environment. Key Responsibilities: - Owned the end-to-end lifecycle of conversational agents, from requirements gathering to production deployment, ensuring alignment with business objectives. - Monitored agent performance and analyzed user interactions to identify gaps and drive continuous optimization. - Collaborated with cross-functional teams (AI, graph creators, QA, and clients) to ensure smooth workflows and timely issue resolution. - Led testing and quality assurance of conversational flows, validating accuracy and readiness for deployment. - Supported client onboarding and implementation, while documenting processes, updates, and operational guidelines. - Ensured timely delivery of tasks in line with quality standards, while maintaining strict data confidentiality and compliance. Work Conditions: • Work Location: 100% Remote • Working Days: Monday to Friday • Days Off: Saturday and Sunday • Working Hours: 10:30 AM to 6:30 PM (including a one-hour break)