Customer Support Specialist: Defining and implementing customer support workflows for a digital accessibility platform with an accent on managing technical and functional requests and collaborating with product teams. Focus on diagnosing issues, creating documentation, and influencing the development roadmap.
Location: Hybrid in Turin, Italy
Company
AccessiWay is a European leading company in digital accessibility, focused on making the digital world accessible to everyone.
What you will do
- Define and implement customer support workflows and configure ticketing tools.
- Create support documentation such as Help Center, FAQs, and video tutorials.
- Manage technical and functional support requests from clients, ensuring fast and empathetic responses.
- Collaborate with Product Managers and Developers to analyze tickets, identify recurring issues, and influence the development roadmap.
- Assist new clients with onboarding and guide them through the initial stages of platform usage.

Requirements
- At least 3 years of experience in Customer Support or Customer Success roles,



preferably in B2B companies.
- Experience structuring support processes or a strong aptitude for creating order from chaos.
- Comfortable communicating with a technical audience (Developers, Product Managers).
- Ability to understand how SaaS software works and diagnose whether an issue is user error or a system bug.
- Ability to write clearly and concisely, translating technical terms into simple language and vice versa.
- Skills to manage customer frustration and transform critical moments into positive experiences.

Nice to have
- Specific experience supporting Software-as-a-Service (SaaS) products.
- Familiarity with agile methodologies (Scrum/Kanban).
- Basic knowledge of (or a strong interest in) Digital Accessibility (WCAG).

Culture & Benefits
- Your work will have a tangible impact, improving the digital experience for many users.
- Collaborate with a creative and determined team of desig

📌 Customer Support Specialist (Italia)
🏢 Talanto
📍 Italia