Payment Support Agent - 6 months Fixed-Term position Milan, Italy

Payment Support Agent - 6 months Fixed-Term position

At Scalapay, we’re shaping a culture with high standards, independent and critical thought, innovation, ownership, and continuous learning . We operate in a fast-moving, tech-driven environment , and we’re looking for people who thrive in change, think boldly, and take initiative.

If you’re ready to put your potential to the test in a hiring process designed to spotlight exceptional talent, this is your chance to stand out and grow with one of Europe’s most ambitious fintech teams .

#MakeItHappen #PlayAsATeam #StayCurious #FocusOnCustomer.

THE MISSION

We are looking for a full‑time Payment Support Agent to join the Payment Support team, in our Operation department, for a temporary maternity leave replacement. This position is ideally based in Milan (though remote work could be discussed), but from here we manage customers all over Europe. This team plays a key role within the company, being responsible for contacting insolvent customers through outbound communication activities. The Payment Support Agent must be prepared to work in a very active and fast‑paced environment, therefore optimal time management is essential for this role. A human relationship with the customer and an inclination towards problem solving are also key; empathy and active listening are required to understand needs and find solutions.

MUST HAVE

• Native or near-native level of Italian (C1-C2), and full work proficiency in English (B2+); French is a plus
• Excellent verbal and written communication skills
• Ability to work autonomously with high level of reactivity
• Strong team spirit
• Ability to multitask, prioritize, and manage time effectively
• Basic knowledge of the main IT tools/Familiarity with CRM systems and practices
• Customer-centric approach and ability to adapt/respond to different types of characters

NICE TO HAVE

• Previous experience working in a call center (phone and written communication preferred)

KEY DUTIES

• Manage incoming written replies from customers via e‑mail and messages
• Prompting payments by sending e‑mail, messages and phone calls
• Assist customers with payment by finding solutions to their problems according to company guidelines
• Provide accurate, valid and complete information by using the right methods/tools
• Update the daily files of assigned customers
• Work closely with the Customer Service team to exchange detailed customer information and to foster business strategies
• Take the extra mile to engage customers

WHAT WE OFFER

• 6‑12 months fixed‑term, full time position based in Milan
• Lots of opportunities to work with a team of industry leaders who are focused on delivering products that offer exceptional user experiences
• Smartworking policy (3 office days per week/2 remote days per week)
• Working hours: Mon. to Fri. 9.00 – 18.00

OUR HIRING PROCESS

• Initial Chat: A brief conversation with our Talent Acquisition team;
• Hiring Manager Interview: A deep dive into your experience and motivation for the role;
• Case Study: A skills‑based test with a debriefing session involving key stakeholders, conducted in our Milan office;
• Final Chat with Simone (CEO): An opportunity to discuss Scalapay’s values and assess cultural alignment.

Super Pro tip: we know that application processes can be scary and frustrating but… we look for talent, not people that tick all our boxes.

We believe in the power of diversity: Scalapay is an Equal Opportunity Employer for any minority, disability, gender identity or sexual orientation.

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