We're hiring: Customer Service Coordinator (Milan, Hybrid)
About ProduceShop
ProduceShop is Europe's one-stop Home & Leisure destination at prices that make sense.
Founded in **** and relaunched in October **** 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/3PL 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, PayPal, 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, ManoMano, 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 ProduceShop
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 LinkedIn or email with "Customer Service Coordinator" in the subject.