We are Inside Out Italy, a leading provider of high-quality tours and authentic travel experiences for international travelers visiting Italy's most iconic destinations. Our mission is to help people make the most out of their journeys through culture, discovery, and meaningful human interaction. With a strong focus on customer experience and operational excellence, we are building a team that is passionate about delivering unforgettable moments — from the Vatican Museums to the Colosseum, and beyond.
At Inside Out
Italy, we believe in a simple principle: treat every customer's experience as if it were your own.
The Role
We are looking for a Customer Service Manager who will be responsible for managing and optimizing customer service operations specifically for the city of Rome. The ideal candidate will play a key role in ensuring outstanding customer satisfaction, leading the local team, and maintaining high service standards aligned with our brand values.
Key Responsibilities Customer Experience Management: Ensure a high level of customer satisfaction by overseeing all customer service interactions and ensuring timely, effective communication across all channels.
Team Leadership: Lead, train, and manage a team of Customer Service Representatives and Coordinators, ensuring alignment with company standards and objectives.
Quality Assurance: Monitor customer feedback and reviews, maintaining consistently high ratings and implementing corrective actions where necessary.
Operational Coordination: Collaborate closely with operations and tour delivery teams to ensure a seamless customer journey from booking to post-experience follow-up.
Performance Monitoring: Define, track, and analyze KPIs related to customer service performance, identifying opportunities for improvement.
Process Optimization: Continuously improve customer service processes, tools, and workflows to increase efficiency and service quality.
Issue Resolution: Handle escalations and complex customer cases with professionalism and a solution-oriented mindset.
Communication: Provide regular reports, insights, and updates to senior management regarding performance, challenges, and opportunities.
Qualifications - Minimum 2 years of experience in a Customer Service Manager role
- Minimum 2 years of experience in the tourism sector (mandatory)
- Proven experience in team leadership and people management
- Degree in Communication Sciences (preferred) Skills - Fluent English (mandatory)
- Strong customer-oriented mindset
- Excellent communication and interpersonal skills
- Analytical skills with experience in KPI monitoring and reporting
- Proficiency in Excel (Pivot Tables, LOOKUP functions, etc.)
- Familiarity with customer service and project management tools is a plus
- Knowledge of Spanish and French is highly appreciated What We Offer - A stable contract with the possibility of performance-based bonuses
- Provision of company devices and work tools
- Work schedule of 6 days per week in the office, with the possibility of 1 day in lavoro da remoto
- Availability required to provide support also outside standard office hours
- A dynamic and international work environment
- The opportunity to grow within a fast-expanding tourism company
- A key leadership role with direct impact on customer experience
- A team-oriented culture based on collaboration, support, and continuous improvement Contratto di lavoro: Tempo indeterminato - Sede di lavoro: Di persona