Customer Operation Specialist - Wholesale

About us

At Agile Telecom, we’re on a mission to deliver reliable, high-quality communications between businesses and their customers, every time.

Founded in 2002, Agile Telecom has established itself as a global carrier specializing in Application-to-Person (A2P) SMS messaging, with a reputation for technological reliability, scalability, and 24/7 operability. Since 2015, we have been part of Growens Group, an integrated industrial group active in predictive marketing, mobile messaging, and content creation.

We operate as a licensed telecom operator and provide interconnection services to major Mobile Network Operators (MNOs), aggregators, and digital service providers worldwide.

Your impact

As a Customer Operation Specialist – Wholesale, you will support the operational efficiency of our A2P SMS business, working closely with internal teams such as Routing, Finance, and Legal.

You will be responsible for executing internal tasks related to traffic monitoring, pricing support, and routing configuration, as well as assisting in handling external disputes, payment reminders, and communication triage with external legal and financial counterparts. Your ability to manage processes with speed, accuracy, and professionalism will be key to streamlining operations and improving response times across departments.

Some examples of your responsibilities

• Support the Routing team in tasks such as pricing management, proactive traffic monitoring, and execution of commercial directives
• Modify routing rules and update internal systems as per operational requests
• Use internal tools (including dashboards and traffic monitoring platforms) to ensure quality and accuracy in A2P SMS routing
• Collaborate with the Finance and Legal departments to support dispute resolution, payment reminders, and external email communication
• Handle operational email triage with suppliers and customers in English, aligning with Group Legal when needed
• Maintain accurate records of tasks completed and ensure timely updates to internal stakeholders
• Contribute to the overall improvement of back-office workflows and communication flow between departments

What we offer

• A full-time permanent position with full remote working
• Company laptop and meal vouchers
• Training and mentoring to grow within a dynamic wholesale telecom environment
• The opportunity to work across multiple departments and gain visibility into commercial, legal, and routing operations
• A collaborative team atmosphere with space for growth and learning

What we are looking for – Essential Qualifications and Skills

• Strong learning agility and willingness to understand technical and operational dynamics of A2P SMS traffic
• Basic proficiency with Excel and ability to work with internal platforms and dashboards
• Excellent organizational and communication skills, especially in fast-paced and structured workflows
• Fluent written and spoken English for external communication
• Native-level Italian
• Strong attention to detail, initiative, and responsiveness
• Able to handle multiple requests and adapt to changing priorities

What we are looking for – Nice to Have

• Previous experience in telecom operations, customer service, or administrative support
• Familiarity with tools such as HubSpot, QuickSight, or internal ticketing/monitoring platforms
• A proactive attitude toward process improvement and cross-team coordination
• Empathy, patience, and listening skills when handling operational requests or stakeholder concerns

Location: Milan or remote

_Growens is an equal opportunity employer and values diversity. We do not discriminate on the basis of ethnicity, gender, ancestry, color, religion, sex, age, marital status, sexual orientation, gender identity, national origin, medical condition, disability, or any other basis protecte_d by law.