We’re hiring: Customer Service Coordinator (Milan, Hybrid)About ProduceShopProduceShop 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 roleWe’re looking for a hands-on Customer Service Coordinator to build a smart, scalable service model from the ground up.What you’ll doCoordinate 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 bring3–5 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.LanguagesItalian: native/near-native (required)English: excellent written & spoken (required)French/others: nice to haveWhy ProduceShopThis 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 careers@produceshop.com with “Customer Service Coordinator” in the subject.