Escalation Handling (Zendesk)

About this task

This healthcare services group for physiotherapy clinics (1,001–5,000 employees) is looking for a director Customer Support Manager for a monthly bundle of recurring tasks, 8–16 h a month. A calm owner for the difficult cases.

The same kind of work comes back every month, so the company prefers one person with an hours cap over ad-hoc requests. It works in healthcare, so patient data is never part of the task and privacy rules are strict.

The work is fully remote. Any location in Italy works, with a few hours of overlap with the team's day. Evenings or weekends are fine, as long as the agreed weekly output is there. About 2 hours a week should overlap with the team's day (CET).

What you deliver

• Take over 30 escalated tickets over a month, resolve them with the customer and write down what to change.
• A named list of items moved to next month, so nothing is lost
• The monthly list of items completed, each with a link to the result
• A month-end summary with hours used against the cap

What a month looks like

• Start of month: the company shares the items and the priorities
• Mid-month: progress check of 15 minutes
• Month end: hours used against the cap, results and open items

Duration: 6 months, with a monthly hours cap. Accepted on the company's written OK. If something is missed, you fix it in the same week at no extra charge to either side.

Tools

How you get paid

• The company prepays Deftridge before your first hour, so payment does not depend on a late invoice.
• Deftridge pays you in EUR after the company confirms the hours or the deliverable. The payment date is written in your task agreement.
• You work as an independent contractor: you report your own income, and your recruiter sends the statements your accountant needs.
• You never chase the company. Questions about money go to Deftridge.

What happens after you say you're interested

1. Within one working dayA recruiter writes to you to confirm your hours and the rate you want.
2. You agree the rateYou and the recruiter fix an exact rate inside the company's range. You decide whether to go ahead.
3. With your written OKThe company sees the anonymous profile below. Most companies answer within three working days.
4. StartYou sign the task agreement and the company's confidentiality terms through Deftridge, and begin on the date above.

What the company sees about you

First name, field, experience, tools and the hours you offer. Not your surname, your employer or your contact details.

How this rate compares

The midpoint of this range, €30 an hour, is in line with the median director Customer Support Manager rate in Italy (€30). The shaded band is the 25th to 75th percentile of the market.

All Customer Support Manager jobs in Italy · Customer Support Manager rates in Italy · Operations & Assistance jobs

Questions about pay and privacy

The rules are the same for every task. Pricing explains the 15% fee, prepayment and when you are paid; How it works covers matching, what the company sees and side work next to a job.