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Salary: EUR 19,500 - 22,200 / annual
Solv is an American healthtech company founded in 2016, headquartered in San Francisco. The platform enables digital booking and management of healthcare appointments, serving millions of patients and providers across the United States. Solv's Italian office in Verona has a team of approximately ten people working in engineering and product operations, collaborating closely with the international team and US headquarters.
You will be the primary point of contact for Solv's partners regarding the product and its integrations with Electronic Medical Record (EMR) systems—the software used by American clinics and healthcare facilities to manage patient data daily.
This is not a traditional support role. Simple inquiries are handled by an AI chat system; you will receive investigations requiring deep technical analysis across product, data, and EMR systems. Your core responsibility is to identify root causes, explain findings clearly to partners, and ensure problems do not recur through product corrections, data solutions, improved processes, or new documentation.
You will work autonomously to resolve issues, explain product functionality, and document learnings. You will investigate problems escalated from the AI chat, analyzing them to their source rather than simply closing tickets. You will monitor product performance and usage over time, intervening proactively to correct and improve outcomes. You will actively tackle problems and create product or data solutions to address partner pain points or achieve internal objectives. You will learn Solv's entire ecosystem—product, technology stack, go-to-market strategy, and internal processes. You will collaborate closely with customers and internal teams (customer success, implementation, sales, engineering) to achieve product and business goals with significant autonomy. You will contribute to documenting and sharing knowledge across the team.
You will report to a manager in the United States (Eastern Time) and work with afternoon/evening hours (13:00–22:00 Italian time, including a 1-hour break) to overlap with the US team. The role is based in Verona: 3 days per week in the office, 2 days remote (smart working). Residency in or near Verona is required.
REQUIREMENTS:
- At least 1–2 years of experience in a customer-facing role for a SaaS product, solving product problems and creating solutions. Recent ITS graduates and university graduates with strong technical aptitude and curiosity are also considered.
- Excellent English (written and spoken), minimum B2/C1 level: you will work daily with US customers and colleagues.
- Strong technical problem-solving skills and comfort investigating software, data, and integration issues.
- Availability to work US time zone hours (13:00–22:00 Italian time, including 1-hour break).
- Ability to work autonomously with changing priorities; natural talent for organization, prioritization, and triage.
- Strong sense of autonomy and responsibility; respect for deadlines; effective communication in remote work contexts.
- Analytical capabilities and ability to define and monitor success metrics for platform and partners (data analytics tool experience is a plus).
- Proactive process creation; willingness to act when identifying gaps.
- Belief in an inclusive and stimulating team environment.
