Customer Service Advocates

We are looking for a Customer Service Advocate to join our Customer Service team in Milan.

Our Customer Serivce is a strategic point of contact between our brand partners and their customers, contributing to an outstanding customer journey across international e-commerce operations. In this role, you will combine customer care excellence with operational execution, collaborating with cross-functional teams to continuously improve processes, service quality, and customer satisfaction.

What you'll do:

• Deliver excellent multichannel customer support (email, phone, chat, and other channels), managing customer requests from resolution through the related back-office activities.
• Take ownership of customer cases, ensuring timely, accurate, and effective resolutions while maintaining a high level of customer satisfaction.
• Collaborate daily with brand partners, logistics providers, suppliers, and internal teams to ensure smooth order management and issue resolution.
• Support logistics and order fulfillment processes, monitoring shipments, returns, refunds, and operational exceptions.
• Identify recurring issues and proactively suggest improvements to customer service processes, policies, and workflows.
• Contribute to service reporting and KPI monitoring, helping the team identify opportunities for continuous operational improvement.
• Maintain accurate records and documentation within customer service platforms and internal systems.

What we're looking for:

• At least 1 year of experience in Customer Service, Customer Care, Back Office, or similar operational roles.
• Strong customer-oriented mindset with excellent communication and relationship management skills.
• Analytical and problem-solving approach, with the ability to prioritize and manage multiple activities simultaneously.
• Proactive attitude and willingness to take ownership of issues until resolution.
• Ability to work effectively in a fast-paced, dynamic, and international environment.
• Collaborative mindset and ability to work cross-functionally with different stakeholders.
• Good knowledge of Microsoft Office and Google Workspace.
• Experience with customer service platforms such as Zendesk, Salesforce, Kibo, or similar solutions is considered a plus.
• Fluency in both Italian and English is mandatory. Additional languages are a plus.

What we offer:

• Compensation package: annual gross salary up to €28.000, depending on experience, skills, and alignment with the role requirements.
• Benefits: monthly lunch tickets, company laptop, discounts on our owned brands and brand partners, plus additional local perks and offers.
• Learning & Development: continuous learning opportunities through TLG University and other internal development programs.
• Workplace & People: join our young (31yo on average), international (30+ nationalities) team and grow in a dynamic, collaborative, and fast-moving environment.

At The Level Group, we believe diverse perspectives and experiences make stronger teams. We welcome applications from candidates of all backgrounds, nationalities, identities, and abilities. If you require any accommodation during the interview process, please let us know and we will be happy to support you.