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.
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.
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.
Specific experience supporting Software-as-a-Service (SaaS) products.
Familiarity with agile methodologies (Scrum/Kanban).
Culture & Benefits
Your work will have a tangible impact, improving the digital experience for many users.
Collaborate with a creative and determined team of designers, developers, and product managers.
Autonomy and trust to explore new strategies, experiment with innovative approaches, and propose process improvem

📌 Customer Support Specialist (Italia)
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📍 Italia