Customer Support Executive

We are seeking a

Customer Support Executive

for

Kippy , based in Milan.

An insight to the role At Kippy, customer support is a strategic touchpoint of our brand. When a customer reaches out, it is often because something they care about deeply is involved: their pet's safety.

As a

Customer Support Executive , you will be the voice and face of Kippy for thousands of pet owners. You will not just solve problems, you will build trust, gather valuable product insights, and directly contribute to making Kippy a better product and a stronger brand.

This is a role for someone who is comfortable navigating technical challenges one moment and handling a worried pet owner with empathy the next. You will work in a fast‑moving, international environment where your ideas are heard and your impact is visible from day one.

If you love animals, care about people, and believe that great technology should always come with great human support, this role was made for you.

Key Responsibilities

Manage Level‑2 tickets:

handle escalated or complex cases from L1, ensuring accurate diagnosis and resolution.

Perform technical troubleshooting:

investigate device/app/connectivity issues using logs, dashboards and internal tools.

Document resolutions:

record root causes, steps taken and final solutions directly in the ticketing system.

Prioritize ticket queues:

manage workload based on severity, SLA and customer impact.

Coordinate escalations:

elevate cases to Product/Tech with clear context and actionable details.

Follow up proactively:

keep customers updated until full resolution.

Identify recurring issues:

flag patterns, bugs and usability problems to internal teams.

Required Qualifications

Proven experience in technical support, preferably in a 2nd level or similar role.

Experience with ticketing systems (e.g., Zendesk, Helpscout) and CRM tools.

Excellent communication skills in Italian and English (written and spoken).

Customer‑oriented mindset with a proactive attitude.

Strong analytical and problem‑solving skills.

Work with third‑level agents to solve technical issues and provide feedback to end customers.

Preferred Qualifications

Additional languages (e.g., German, French, Spanish) are a strong plus.

Curiosity and interest in pet tech and technological innovation.

Experience with technical/IT issues.

Key Success Factors

Empathy first:

you understand that behind every ticket there is a person who cares deeply about their pet, and you never lose sight of that.

Ownership mentality:

you follow up, you close the loop, and you never leave a customer hanging.

Technical curiosity:

you enjoy digging into a problem until you find the root cause, not just the quick fix.

Clear communication:

you can explain a complex technical issue in simple, human language, both in Italian and English.

Team player:

you share knowledge, flag patterns, and help the whole team get better.

Continuous improvement mindset:

you look at every recurring issue as an opportunity to improve the product or the process.

Culture & Values

Be Passionate; Aim to Excel; Respect one another; Strive for Performance; Be Empowered!

Customer centric – Solution focused – Relationship driven.

Innovative – delivering advanced integrated technologies to transform sectors.

Collaborative – sharing ideas & collaborating across global teams.

Competitive & growth mindset – Market leaders – Goal oriented – growth focused.

What We Offer

A dynamic, young and international work environment in the heart of Milan.

Meal vouchers and company benefits.

Real growth opportunities within a fast‑scaling company and a global group.

The chance to work with a product that makes a real difference in people' and pets' lives.

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