📖 About Ops Hub
Ops Hub is a structure specialized in setting up and managing multilingual support & concierge teams for ambitious digital services. We support startups and scale-ups in the operational execution of their projects: recruitment, processes, quality, performance – we handle everything so they can focus on the product.
The project you'll be working on?
Making a 24/7 personal assistant accessible to everyone, through a simple, seamless and intelligent app.
Behind that promise lies a powerful operational machine.
Today, we operate through 2 call centers (Tunisia, Madagascar), with a 3rd site currently being integrated, covering 6 active languages (FR, EN, IT, ES, PT, DE), with over 80 agents – and a projection of 500 agents by the end of 2025.
🧱 Missions
Handle complex customer requests related to subscriptions or personalized services
Be able to defuse tense situations with calm and professionalism
Serve as the Italian language lead within the support team
Write and improve template responses, scripts, and tracking tools
Contribute to continuous improvement in collaboration with QA, training, and operations teams
Escalate issues or friction points clearly and proactively
👤 Profile
Native or bilingual Italian speaker required
Fluent in French or English
Proven experience in customer support or after-sales service (Level 2/3), in high-standard environments
You are autonomous, reliable, detail-oriented, and comfortable with tools and processes
You know how to stay calm and manage your emotions under pressure
Presence in Lisbon is preferred (or willingness to relocate) – partial remote possible
💼 Conditions
Long-term freelance mission
We value excellence: benefit from a generous package, with above-market pay and performance bonuses
Start: ASAP
Hybrid mode possible: on-site presence preferred at the beginning, then flexible rhythm