We’re hiring: Customer Service Coordinator (Milan, Hybrid) About Produce Shop Produce Shop is Europe’s one-stop Home & Leisure destination at prices that make sense. Founded in 2015 and relaunched in October 2025 by Pasmara Srl, we bring together own-brand lines and select partner labels across indoor/outdoor furniture, décor, lighting, DIY, fitness and leisure. A refreshed produceshop.com, leading marketplaces, pan-EU delivery, and a customer-first culture power the relaunch. We’re active in Italy, Spain, France, Germany and Austria—on a broader EU expansion path. Our purpose is simple: make beautiful, functional living accessible—every day. Wow your home. The role We’re looking for a hands-on Customer Service Coordinator to build a smart, scalable service model from the ground up. What you’ll do
Coordinate our external support provider; own quality and SLAs. Redesign workflows, tone of voice, and escalations; set playbooks. Partner with the COO to elevate the customer journey with pragmatic, AI-driven solutions. Define & track KPIs (FCR, CSAT, response times, NPS) and drive continuous improvement. Deploy automation (chatbot, ticket routing, sentiment/triage) where it truly helps. Manage carrier/3 PL relationships (claims, damages, delays) and align ops with CX. Oversee reviews/feedback on marketplaces and platforms (e.g., Amazon, Trustpilot). Work with Finance on refunds/chargebacks and PSP reconciliations (Stripe, Pay Pal, Klarna). Help grow and coach an internal CX team over time.
What you bring
3–5 years in e-commerce customer support for physical goods. Experience with EU marketplaces (Amazon, Mano Mano, Leroy Merlin, etc.). Multichannel support (email/chat/phone/social) and strong process mindset. Fluency with tools (Zoho Desk preferred, or Zendesk/analogues) and KPI literacy. Real interest in practical AI across pre/post-sales and agent assist. Balance of empathy and analysis; collaborative, proactive, and adaptable.
Languages
Italian: native/near-native (required) English: excellent written & spoken (required) French/others: nice to have
Why Produce Shop This is a rare moment to build, not just maintain. Small, senior team, clear vision, and room to ship ideas fast—where people and AI combine to deliver genuinely smart service. HQ: Milan, Italy (hybrid) Apply: DM us here on Linked In or email careers@produceshop.com with “Customer Service Coordinator” in the subject.