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. 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. Customer Experience Management: Ensure a high level of customer satisfaction by overseeing all customer service interactions and ensuring timely, effective communication across all channels. 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. 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. Continuously improve customer service processes, tools, and workflows to increase efficiency and service quality. Provide regular reports, insights, and updates to senior management regarding performance, challenges, and opportunities. Minimum 2 years of experience in a Customer Service Manager role Fluent English (mandatory)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 A stable contract with the possibility of performance-based bonuses Work schedule of 6 days per week in the office, with the possibility of 1 day in smart working Availability required to provide support also outside standard office hours 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 ~