Agente Customer Service (Italiano + Inglese), sede a Tirana

Wolt

ABOUT WOLT At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe. Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life. Hai una solida esperienza nella Customer Experience, spiccate doti di leadership e una forte attitudine strategica, supportata dall’analisi di dati e insight per offrire un servizio clienti d’eccellenza? Ti entusiasma l’idea di guidare il team di assistenza di una delle aziende tech a più rapida crescita in Europa? Se hai risposto “sì” a entrambe le domande, continua a leggere! 💙 Ruolo Con la continua crescita del nostro team, siamo alla ricerca di Team Leader del Servizio Clienti da inserire nel nostro team in Albania. Il nostro team di Supporto è il motore che tiene unito l’intero marketplace di Wolt, trasformando le esperienze negative in esperienze positive e garantendo un servizio clienti ai massimi livelli del settore. Ci occupiamo di far sì che le operazioni tra clienti, ristoranti partner e corrieri partner si svolgano in modo fluido ed efficiente. Nel ruolo di Customer Care Team Leader, guiderai un team locale di agenti, sviluppando strutture e processi che consentano al team di raggiungere prestazioni elevate. Promuoverai una cultura aziendale in cui le persone possano dare il meglio anche in situazioni di forte pressione e ispirerai i più alti standard di qualità del servizio offerto ai clienti e ai partner. Sarai responsabile della gestione di un team di circa 20 agenti, collaborando a stretto contatto con gli altri Team Leader e con diversi team aziendali. Riporterai direttamente al Support Manager. Cosa farai * Fornirai feedback costanti sulle performance del tuo team, assicurandoti che vengano raggiunti i KPI definiti. * Analizzerai continuamente le richieste in arrivo per individuare trend e ricorrenze, traducendoli in azioni concrete e iniziative di miglioramento. * Contribuirai allo sviluppo di strategie volte a migliorare l’esperienza e la soddisfazione dei clienti, favorendo al tempo stesso il loro coinvolgimento e la loro fidelizzazione. * Gestirai e valorizzerai i talenti del team, promuovendo un ambiente di lavoro in cui prevalgano l’atteggiamento positivo, la crescita professionale, l’incoraggiamento e l’autonomia. * Guiderai il team dando il buon esempio, definendo standard elevati e innalzando costantemente il livello dei servizi offerti. Ti porrai obiettivi ambiziosi, sia personali sia di squadra, e sarai pronto a fare un passo in più quando la situazione lo richiederà. LA NOSTRA ASPETTATIVA Hai esperienza nella gestione di un team a contatto con i clienti oppure desideri affrontare questa sfida e sei entusiasta di entrare a far parte del nostro team. Ti appassiona guidare e far crescere le persone, impegnandoti affinché il tuo team comprenda sempre l’importanza del proprio ruolo e della missione di offrire il miglior servizio possibile.Hai una buona dimestichezza con la tecnologia, ti piace imparare cose nuove e condividere le tue conoscenze con gli altri per contribuire a creare un servizio di assistenza clienti di eccellenza.Sai analizzare i dati, trasformarli in azioni concrete e comunicare in modo chiaro al resto del team di leadership l’andamento del servizio di assistenza rispetto ai KPI.Hai un atteggiamento proattivo e orientato alla soluzione, sei motivato a migliorare costantemente la nostra proposta di valore per i clienti e sei pronto a metterti in gioco in un ambiente dinamico e in rapida evoluzione.Hai un’ottima conoscenza dell’italiano (livello C1) e dell’inglese (almeno livello B2), sia scritto sia parlato. PROSSIMI PASSI Se cerchi un contesto dinamico e in rapida crescita, dove poter fare la differenza, assumerti responsabilità e contribuire al successo di un team altamente ambizioso, ci piacerebbe entrare in contatto con te. Le candidature saranno esaminate man mano che verranno ricevute: se pensi che questa sia l’opportunità giusta per te, invia la tua candidatura senza aspettare! 💙 OUR COMMITMENT TO DIVERSITY AND INCLUSION We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

Deliveroo

CUSTOMER SERVICE AGENT (ITALIAN SPEAKING) - INBOUND B2B Location: Manchester Working pattern: Hybrid (3 days in-office) | 40 hours per week | Rotational shift pattern including weekends and public holidays (09:00 - 19.00). Join us in our mission to transform the way people shop and eat, where impact, innovation, and growth drives everything we do. Our Merchant Support team supports Deliveroo’s restaurant and grocery partners delivering thoughtful, efficient, and empathetic service at every interaction. Whether solving live issues, building proactive support experiences, or driving continuous improvement through data and insights, we are champions of service excellence across our entire marketplace. If you care deeply about people and love making things better, this is the place for you. We’re looking for a Customer Service Agent to join our Merchant Excellence team. In this role, you’ll help us deliver fair, timely and high-quality resolutions for our Merchants. Start Date - 6th July 2026 Compensation - £27,700 base salary + quarterly bonus What You’ll Be Doing You’ll be joining the Merchant Service team, handling both Inbound and Live chat contacts for our restaurant and grocery partners. Here’s what your day-to-day might look like: * Own complex partner resolutions: Handling inbound calls from our Merchants with an obsessive focus on service excellence for the Italian market. * Champion the Merchant experience: Act as the face of the Merchant excellence team, ensuring every interaction is detail-oriented and resolution-focused to achieve best in class CSAT scores. * Help our Merchants succeed - Promote value add initiatives such as launching ads to improve the merchants success on the platform. What You’ll Need to Thrive Our ideal candidate will bring strong expertise in some of these areas and curiosity to grow in others: * Proven ability to work independently: Comfortable managing a high-volume workload and driving tasks to a favorable outcome autonomously. * Strong solution-based mindset: An organized and driven approach to problem-solving in a fast-paced environment. * Exceptional communication skills: Fluent in Italian and English with the ability to handle sensitive cases with empathy and professional clarity. * Commercial mindset: Come to each interaction with an idea how to help and improve the commercial return of Deliveroo Merchants. * Operational curiosity: A keen eye for detail and a desire to understand the mechanics of a complex, three-sided marketplace. * Technical aptitude: Familiarity with CRM systems, telephony platforms, or knowledge bases is a plus. Why Join Us? At Deliveroo, customer care is central to how we build trust across our marketplace. You’ll work in a fast-paced, global environment where service excellence drives real impact. * 🔧 Make a visible impact every day – Your work directly improves outcomes for customers, riders and restaurant partners. * 🌱 Grow through ownership – Take responsibility for complex cases and help shape improvements to how we operate. * 🧠 Develop deep operational expertise – Work across teams and markets to build strong regulatory and service knowledge. * 🌎 Deliver together in an inclusive culture – Collaborative, values-driven teams that support how you work best. Benefits: * 25 days holiday + bank holidays (depending on department commitments) and "Time off for Charity" days. * Subsidised health, dental, and life insurance. * Deliveroo Plus subscription and company-paid team meals. * Online learning courses from global universities and gym discounts. * Cycle to work scheme and pension contributions. Our Global Structure Deliveroo is part of DoorDash, bringing together teams with even greater reach, scale, and ambition. Depending on your role, you may collaborate with teammates, systems, and leaders across DoorDash and Wolt. Together, we’re unlocking new possibilities as one global team. DIVERSITY, EQUITY AND INCLUSION At Deliveroo, we know that a great workplace reflects the world around us and that true diversity and inclusion make us stronger, more creative, and better at what we do. We’re committed to fostering an environment where everyone can do their best work and feel they belong. We believe in equality of opportunity and welcome candidates from all backgrounds regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion, or belief. If you have a disability or long-term health condition and need support to apply for one of our roles, or require any reasonable adjustments during the recruitment process, you’ll have the opportunity to let us know once you’ve submitted your application. We’ll share details on how to request support so we can ensure you have a fair and equitable experience. If you’re excited about making a real impact in a fast-moving marketplace and growing your career alongside ambitious, supportive teams, we’d love to hear fro

Vivid

ABOUT THE ROLE Vivid Money is redefining how modern SMEs and corporates manage and optimize their capital — multi-IBAN accounts, high-yield Treasury products, multi-currency infrastructure, FX, cards, and accounting integrations, all in one place. As we scale our SME banking, we're looking for a Key Account Manager to own and grow an existing book of business. This is not a purely new-logo-hunting role — it's about deepening relationships, driving retention, and unlocking the full value of Vivid for accounts that already trust us. If you combine commercial drive with an analytical mindset and want ownership in an AI-first scale-up, this role is for you. YOUR MISSION * Maintain and grow your SME book of business, focusing on up-sell, cross-sell and renewals. * Proactively build and nurture long-term multi-stakeholder relationships. * Maximise feature and product alignment to deliver best value to Vivid clients. * Monitor, forecast, build and report on your pipeline within company CRM. * Present, negotiate and structure complex pricing models to your designated accounts.  * Follow account management processes, providing relevant feedback to your management.  * Act as a voice of the customer and collaborate cross-functionally to enhance user experience. * Consistently achieve and exceed company targets. YOUR PROFILE * A degree in business administration, finance, or a related field (and/or relevant professional experience) * A minimum of 2 years' experience in Sales and/or Account Management, ideally in the FinTech or financial services sector * Excellent written and verbal English and Italian; other languages are a plus. * Analytical mindset  * Proficiency in CRM systems (preferably Salesforce and Aircall)  * High level of organisation, prioritisation and accountability with willingness to thrive in a fast-paced scale-up environment  * KYB, AML, and risk mitigation knowledge is a plus  * Understanding of the specifications of your designed market is a plus  * Proficiency in AI tools is a plus PLEASE PROVIDE YOUR CV IN ENGLISH. WHY JOIN VIVID? * Hybrid or remote way of work. * Direct influence on go-to-market strategy and revenue growth. * Significant ownership from day one and strong growth opportunities. * AI-first culture — we use it every day, not just talk about it. * Learning & development budget. * Fully paid vacation and sick leave. COMPENSATION RANGE Total target compensation: €40,000–€75,000 gross annually (base salary + performance-related bonus). Final compensation is determined individually, based on your experience, skills, and the scope of the role, assessed against objective, gender-neutral criteria. ABOUT VIVID At Vivid, we're on a mission to change how businesses and individuals manage their money across Europe. For businesses, we build tools that actually make a difference: multi-IBAN accounts, high-yield savings, business cashback, team cards, and accounting integrations that save real time – all in one place. And for individuals, everything you need to grow your wealth: investments in global stocks, ETFs and 150+ cryptocurrencies, cashback, and personalised financial insights. Our mission? Your success. Everyone deserves the chance to see their finances flourish, and we're dedicated to empowering our customers to make this a reality. Founded in 2019 in Berlin by Alexander Emeshev and Artem Iamanov, Vivid has quickly grown into one of Germany's top financial platforms for SMEs and private accounts. Since then, we've expanded rapidly across Europe, earning the trust of over 500,000 customers – and with over €200 million raised and a valuation of €775 million, we're just getting started. We're building Vivid as an AI-native organization – across every function, from product to compliance to operations. For us, this means agents handle the execution while our people focus on architecture, strategy, and decision-making. We want to help define what AI-native looks like in a regulated financial environment – and we're looking for people who want to build that future with us.