Job Description

🚀 Are you our next Product support specialist?

We are a scale-up growing at supersonic speed, with an ambitious goal: to make technology accessible to everyone, no ifs or buts. If for you there are no compromises between strategic vision, flawless execution, and user impact, and you are ready to orchestrate the development of innovative solutions for millions of users, then you could be the perfect fit for us.

You won’t just manage a backlog; you will take part in the transformation of ideas into digital products that build the future of accessibility.

🎁 What we offer (and it's not the usual promises!)

• 🌍 Real Impact Your work will have a tangible impact! The solutions you help create will be used by a wide audience, improving the digital experience for many users. With AccessiWay, you'll facilitate the creation of simpler, more intuitive, and more accessible products for many people.

• 💡 Amazing Team You'll collaborate with designers, developers, and product managers who value excellence and tackle every challenge with passion. We are a creative and determined team, always looking for solutions that amaze with both functionality and effectiveness.

• 🔑 Autonomy and Trust If you like exploring new strategies, experimenting with innovative approaches, and proposing process improvements, you'll find the space to do so here! Your ideas are essential, and we will give you the freedom and support to make them happen.

• 🐶 Inclusive Environment We are an open, welcoming, and diverse team. And yes, you can bring your dog to the office! Who doesn’t love dogs, right?

• 🏡 Hybrid Work Mode We have an hybrid work setting with a perfect balance between work and personal life.

• 💼 Salary based on experience Your talent and experience will be valued with a competitive and personalized salary.

🔧 What you will do

You will be the go-to person for our users and the bridge connecting them with our technical team. Specifically, you will focus on:

• Building the service: You will define and implement customer support workflows, select or configure ticketing tools (e.g., Intercom, Zendesk, HubSpot), and create support documentation (Help Center, FAQs, video tutorials).

• Operational support: You will manage technical and functional support requests from clients, ensuring fast, empathetic, and solution-oriented responses.

• Collaboration with Product: You will work closely with Product Managers and Developers. You will analyze tickets to identify recurring bugs or feature requests, directly influencing the development roadmap.

• Onboarding & Education: You will help new clients fully understand the platform’s value, guiding them through the initial stages of usage.

🎯 What we are looking for

• You have at least 3 years of experience in Customer Support or Customer Success roles, preferably in B2B companies.

• You have previously helped structure support processes or have a strong aptitude for creating order out of chaos. You don’t wait to be told what to do; you propose solutions proactively.

• You are comfortable communicating with a technical audience (Developers, Product Managers). You understand how SaaS software works and can diagnose whether an issue is user error or a system bug.

• You write clearly and concisely You can translate technical terms into simple language and vice versa.

• You can manage customer frustration and turn a critical moment into a positive experience.

• You have fluent knowledge of both Italian and English

🃏 Extra bonus (even better if you have them!)

• You have specific experience supporting Software-as-a-Service (SaaS) products.

• You have worked within a Product team or are familiar with agile methodologies (Scrum/Kanban).

• You have basic knowledge of (or a strong interest in) Digital Accessibility (WCAG) and inclusivity.

If you are wondering, "Is this the job for me?"

The answer is yes if you love orchestrating complex projects and watching them take shape, solving stimulating challenges, and—above all—if you want to be part of a project that truly matters. 💥