hlpy, born in 2020, is a roadside assistance company founded by visionaries who saw a gap in the market and redefined the industry with a cutting-edge digital solution.

What started as a bold idea in Italy quickly expanded to France and Spain, and as of September

2024, we are proud to announce our entry into Germany! This marks another milestone in our journey to becoming the go-to solution for modern roadside assistance across Europe—and beyond.

We operate on a B2B2C model, partnering with key players in the automotive world—insurance companies, car manufacturers, rental agencies, and mobility providers. Through our advanced digital platform, their customers can instantly request roadside assistance and replacement solutions in real-time, transforming the way help is delivered on the road.

As we continue to scale globally, our ambition and market demand propel us toward becoming a major force in the sector. That’s why we’re on the lookout for a highly motivated customer service professional to join our dynamic team, optimize our processes, and help us set new industry standards for excellence.

Are you ready to be part of this journey? ?

The DMA Coordinator will be part of the Italian Operations team and will play a key role in managing client support in the event of service disruptions, such as vehicle breakdowns. He/she will oversee the digital support process, ensuring the successful resolution of assistance cases via chat and voice channels, and/or by liaising directly with our network of suppliers,

intervening directly when necessary.

The ideal candidate must be structured, proactive, target oriented, and strong in communication, with the flexibility to manage shift scheduling and on-call coverage,



and to support the manager in handling critical situations as they arise

Key Responsibilities

- Serve as part of the operational contact structure for managing clients in the event of service disruptions, such as vehicle breakdowns.
- Oversee the digital support process, intervening directly when necessary.
- Ensure the successful resolution of client requests via chat and voice channels, and/or by liaising directly with our network of suppliers.
- Manage shift scheduling for the team.
- Carry out DMA operational and coordination activities.
- Support the manager with all requests and critical situations requiring escalation or handson management.
- Additional Requirements
- Availability to work extra hours (on call), as scheduled by the manager to ensure continuous team coverage.
- Availability to work shifts on a 24/7 basis.

Qualifications

- Bachelor's degree or equivalent
- 4/5 years’ experience in equivalent role in Operating Center (with a stron IT digital component eg. AI agents applied)
- Full proficiency in people management, organization and process automation
- Fluent English
- Perfect knowledge of MS Office automation tools and KPI metrics analysis
- Strong experience with IT tool such as CRM, DWH, Trouble ticketing
- Preferably: deep knowledge of Automotive market or similar context with an innovative

Operating Center

- Strong experience in leading roles and team steering
- High capability in working in complex and result-based environmen

Salary range: €35,000 gross annual salary (RAL), with the final package tailored to the candidate's experience and qualifications.

If you're excited about this opportunity and believe you'd be a great fit, we'd love to hear from you. Apply now and join our team!

📌 DMA Coordinator Italy (Italia)
🏢 HLPY
📍 Italia