Customer Onboarding Assistant

About us

Founded in 2008, CitNOW is an innovative, enterprise-level software product suite that allows automotive dealerships globally to sell more vehicles and parts more profitably. CitNOW’s app-based platform provides a secure, brand-compliant solution – for dealers to build trust, transparency and long-lasting relationships.

CitNOW Group was formed in 2021 to unite a portfolio of 12 global software companies leveraging innovation to aid retailers and manufacturers in delivering an outstanding customer experience. We have over 300 employees worldwide who all contribute to our vision to provide market-leading automotive solutions to drive efficiencies, seamlessly transforming every customer moment.

The CitNOW Group is no ordinary technology company, we live a series of One Team values and this guiding principle forms the foundation of CitNOW Group’s award winning, collaborative and inclusive culture. Recognised recently within the Top 25 Best Mid Sized Companies to work for within the UK, we pride ourselves on being a great place to work.

About the role

We are looking for a Customer Onboarding & Support Advisor to deliver exceptional onboarding and first-line support for new CitNOW Group customers across Italy and Central Eastern Europe (ICEE). This role requires full professional fluency in both Italian and English.

In this role, you will guide customers through a smooth and efficient onboarding process, helping them get up and running and quickly unlock the value of our solutions! You’ll also manage inbound support queries via phone and email, resolving issues in a structured and methodical way, escalating to the Technical Operations team when required.

Key responsibilities include:

• Manage and deliver smooth and timely onboarding for all new customers in the ICEE region
• Build strong relationships and maintain clear, consistent communication with customers and stakeholders throughout the onboarding journey
• Encourage early and consistent app usage to promote product adoption and strive to reduce time to invoice
• Coordinate with internal teams to ensure a seamless transition to the Customer Success team post-onboarding
• Ensure accurate and timely completion of all customer onboarding documentation
• Create and manage effective training plans for larger or more complex onboarding projects
• Act as the first point of contact for all incoming customer support cases in a via phone and email
• Conduct full and thorough diagnostics with end users to enable first point of contact fault resolution
• Log, track, and manage support tickets using Service Desk software in alignment with SLAs
• Escalate complex technical issues to the Technical Operations team, ensuring detailed documentation of troubleshooting steps
• Ensure timely and accurate processing of trainer invoices, along with supporting ad hoc administrative tasks

We are looking for:

• A proactive, strong communicator with some relevant customer-facing experience
• Passionate about technology and eager to learn new skills
• Written and verbal fluency in English and Italian is essential
• Technical proficiency with Outlook, MS Office, including Word, Excel and PowerPoint
• Skilled in organising tasks and establishing priorities to meet deadlines

In addition to a competitive salary, our benefits package is second to none. Employee wellbeing is at the heart of our people strategy, with a number of innovative wellness initiatives such as flexi-time, where employees can vary their start and finish times within our core business hours and/or extend their lunch break by up to 2 hours per day. Employees also benefit from an additional two half days paid leave per year to focus on their personal wellbeing.

We recognise the development of our people is vital to the ongoing success of the business and proudly promote a culture of continuous learning and improvement, along with opportunities to develop and progress a successful career with us.

The CitNOW Group is an equal opportunities employer that celebrates diversity across our international teams. We are passionate about creating an inclusive workplace where everyone’s individuality is valued.

View our candidate privacy policy here - CitNOW-Group-Candidate-Privacy-Policy.pdf (citnowgroup.com)