Customer Support Executive

About Datamars Datamars is a global data solutions company with a 30+ year legacy in animal and textile solutions. Building on our history as a successful RFID identification and data solutions company, we bring together products, technologies & capabilities to put powerful data in the hands of our livestock, pet and textile customers so they can make better informed decisions. Our solutions deliver insights that help customers define what now looks like, what tomorrow could be and to track the improvements to get there. The results? More profitable decisions, less environmental impacts and higher quality of life. Our vision is clear:

World leaders in harnessing the power of data to measurably improve productivity and quality of life. Our purpose is strong:

It guides our actions and behaviours and reflects our commitment to do the right thing for our customers. It gives us courage to take on big challenges! Our mission is simple:

Information is the way to a better, more sustainable world. Kippy,

part of the Datamars group, is a pet tech company on a mission to keep pets safe and families connected. Our GPS and activity trackers give pet owners real-time peace of mind — wherever their dog or cat might wander. Founded in Italy and now sold across Europe, Kippy combines the warmth of an Italian startup with the strength of a global group. At Kippy, we move fast, we care deeply, and we believe that great technology should always feel personal. If you share our passion for innovation and animals, you will fit right in. We are seeking a

Customer Support Executive

for

Kippy , based in Milan. An insight to the role At Kippy, customer support is not a back-office function, it is one of the most strategic touchpoints of our brand. When a customer reaches out, it is often because something they care about deeply is involved: their pet's safety. As a

Customer Support Executive , you will be the voice and face of Kippy for thousands of pet owners. You will not just solve problems, you will build trust, gather valuable product insights, and directly contribute to making Kippy a better product and a stronger brand. This is a role for someone who is comfortable navigating technical challenges one moment and handling a worried pet owner with empathy the next. You will work in a fast-moving, international environment where your ideas are heard and your impact is visible from day one. If you love animals, care about people, and believe that great technology should always come with great human support this role was made for you. Key Responsibilities Manage Level‑2 tickets:

handle escalated or complex cases from L1, ensuring accurate diagnosis and resolution. Perform technical troubleshooting:

investigate device/app/connectivity issues using logs, dashboards and internal tools. Document resolutions: r ecord root causes, steps taken and final solutions directly in the ticketing system. Prioritize ticket queues:

manage workload based on severity, SLA and customer impact. Coordinate escalations:

escalate cases to Product/Tech with clear context and actionable details. Follow up proactively:

keep customers updated until full resolution Identify recurring issues:

flag patterns, bugs and usability problems to internal teams. Required Qualifications: Proven experience in technical support, preferably in a 2nd level or similar role Experience with ticketing systems (e.g., Zendesk, Helpscout) and CRM tools. Excellent communication skills in Italian and English (written and spoken). Customer-oriented mindset with a proactive attitude. Strong analytical and problem-solving skills. Work with third-level agents to solve technical issues and provide feedback to end customers. Preferred Qualifications: Additional languages (e.g., German, French, Spanish) are a strong plus. Curiosity and interest in pet tech and technological innovation Experience with technical/IT issues Key success factors Empathy first:

you understand that behind every ticket there is a person who cares deeply about their pet, and you never lose sight of that Ownership mentality:

you follow up, you close the loop, and you never leave a customer hanging Technical curiosity:

you enjoy digging into a problem until you find the root cause, not just the quick fix Clear communication:

you can explain a complex technical issue in simple, human language, both in Italian and English Team player:

you share knowledge, flag patterns, and help the whole team get better Continuous improvement mindset:

you look at every recurring issue as an opportunity to improve the product or the process Culture & Values Be Passionate; Aim to Excel; Respect one another; Strive for Performance; Be Empowered! Customer centric – Solution focused – Relationship driven. Innovative – delivering advanced integrated technologies to transform sectors. Collaborative – sharing ideas & collaborating across global teams. Competitive & growth mindset – Market leaders – Goal oriented – growth focused. What we offer A dynamic, young and international work environment in the heart of Milan Meal vouchers and company benefits Real growth opportunities within a fast-scaling company and a global group The chance to work with a product that makes a real difference in people's (and pets') lives As a vertically integrated business with a head office in Switzerland and market-based operations in over 21 countries, we unite people from diverse sectors, backgrounds, countries and professions. This proudly diverse and inclusive culture strengthens our collective abilities to make a measurable difference to the profitability and quality of life of customers, the sustainability of sectors and the future of the environment. We have R&D hubs in Switzerland, New Zealand and Chiang Mai, production facilities in six locations and sales and marketing hubs in over 24 locations worldwide. We are constantly evolving, which allows our people to engage with stimulating & innovative technology, products & projects.

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