Client Success Specialist (Italian)

About the role

The Client Success Specialist represents Axi within the Client Success function, helping to drive positive client outcomes, retention and long‑term value. You will provide tailored, solution‑focused support to both standard and premium traders and partners, reinforcing Axi’s global brand.

Key responsibilities

• Deliver high‑quality, multi‑channel support, handling enquiries and issues promptly and professionally.
• Tailor assistance according to client segment (standard, premium, partners).
• Support client retention by offering accurate guidance and practical insights.
• Identify trends, share observations with internal teams and follow escalation procedures for recurring issues.
• Collaborate across departments to resolve client problems and aid market expansion.
• Apply a solution‑oriented approach, investigating root causes and contributing to sustainable resolutions.
• Adhere to CX Charter, internal policies, quality standards and regulatory requirements.
• Handle escalations with clear communication, documentation and timely resolution.
• Conduct layer‑1 trade investigations and validations according to approved processes.
• Escalate complex matters to senior managers with complete information.

Required profile

• Proven experience in a customer service role, preferably within fintech.
• Native or near‑native Italian and strong English communication skills, both written and spoken.
• Excellent interpersonal skills with the ability to empathise with clients.
• Strong problem‑solving abilities and keen attention to detail.
• Ability to work well in a team and collaborate across departments.
• Capacity to multitask and prioritize in a fast‑paced environment.
• Self‑driven, proactive mindset and willingness to take on challenges.
• Availability to work rotating evening and weekend shifts.

What we offer

• Competitive and attractive compensation.
• Extensive learning opportunities, including professional training and certifications.
• 21 annual leave days, 5 paid study leave days and 1 paid volunteer day per year.
• Health insurance.
• Hybrid work mode for greater flexibility.