(Junior) Operations Specialist

Are you a hands-on, people-oriented professional who thrives in a fast-paced environment? Do you enjoy helping customers and professionals move things forward while contributing to a team that sits at the heart of the marketplace? If so, this role is for you.

Get to Know Us

YourHero (Douleutaras/YourPro) is the leading tech-enabled company for home services that solves the hassle of hiring a reliable professional. Launched in Athens in 2015, we have since helped more than 1,000,000 customers find the right expert for their job across 4 European destinations. We’re creating an ecosystem of thousands of growing entrepreneurs who solve consumer problems and we’re just getting started.

Who we are

We are here to change the future of Home Services and we have the team to back this up! Find out more about us here!

Why You Should Join

• Impact: Be at the heart of our marketplace, helping customers and professionals (Pro's) move jobs forward and shaping the quality of their experience.
• Collaborative Environment: Join a close-knit, motivated team that values open communication and shared ownership.
• Professional Growth: We invest in people. Expect clear milestones, internal mobility and room to grow as the Operations team evolves.
• Innovation: Join at an exciting moment and help shape how Operations evolves in a tech-driven company scaling across Europe.
• Attractive Compensation: Competitive salary, bonus structure, and a comprehensive benefits package.

About This Role

As a (Junior) Operations Specialist, you are the engine of our day-to-day marketplace operations. You will handle a high volume of inbound and outbound contacts, calls, chats and support cases, across both our customer and professional-facing sides. You’re not just resolving issues, you’re maintaining the quality and trust that makes our marketplace work.

This is a dynamic, mixed-role position where days are not the same. You might be answering a professional's question about their job listing, handling an inbound customer complaint, or updating a case in Salesforce. You are expected to move between tasks efficiently, follow SOPs accurately and flag anything that doesn’t fit the norm.

Key Responsibilities

Outbound & Proactive Outreach

• Proactively contact Professionals (Pro's) and customers to resolve pending issues, follow up on open actions and ensure a high quality of service across the marketplace
• Support Professionals at key moments in their journey, from activation through day-to-day platform usage, to help them perform at their best
• Identify and act on opportunities to keep the marketplace healthy, accurate and up to date

Inbound & Reactive Support

• Handle incoming contacts from customers and Professionals across calls, chats and support cases with professionalism and a solution-oriented mindset
• Take ownership of cases from first contact to resolution, ensuring every interaction leaves the person feeling heard and helped
• Escalate complex or sensitive situations to the appropriate level when needed, with full context and clear documentation

Operational Execution

• Execute daily tasks accurately and efficiently in line with established SOPs and team standards
• Maintain up-to-date and accurate records across all systems and tools used by the team
• Contribute to a well-functioning team by flagging patterns, sharing feedback and supporting continuous improvement

Requirements

• Experience in a customer-facing, support, or operational role
• Comfortable with high call volumes, this is primarily a phone-based role
• Highly proficient in spoken and written Greek, good working knowledge of English
• Strong organizational skills and ability to multitask across different task types
• Familiar with CRM systems (Salesforce experience is a plus) and digital tools
• Solution-oriented mindset with attention to detail and a positive attitude under pressure
• Team player with openness to feedback and a drive to continuously improve

Benefits

• Performance Bonus
• Group Private Health Insurance
• Yearly allowance for YourHero product services
• Yearly allowance for personal development courses
• Paid day off on your birthday
• A bespoke development plan that will allow you to utilize your potential and grow quickly
• The pleasure of being part of a high-performance team that works hard and has plenty of fun doing it