Behind every complaint there’s a chance to listen and get better. In this edition of Voci da Satispay, we talk to Marco Ronco, who runs our Complaints and Disputes teams in Luxembourg. He tells us how his role has changed, what it takes to handle customer concerns fairly, and what he looks for in the people who join his teams.
1. How have your role and teams evolved since you started working on Complaints?
I started working on Complaints in July 2023, initially on my own. I was still working alone at the start of 2026, and since then, the team has grown through internal moves at Satispay. Giving people opportunities to develop and take on new responsibilities is something I really value.
My responsibilities have recently expanded to include dispute management, with the creation of a dedicated team following Satispay’s expansion into card payments and its partnership with Mastercard.
Across the two teams, we combine knowledge built within Satispay with the experience and fresh perspectives of colleagues joining from outside. That mix helps us grow alongside the business.
The hiring process has also been a learning experience for me. Working with different colleagues and meeting candidates with varied backgrounds has broadened my perspective and helped me grow as a manager.
2. Why is it important to have a dedicated Complaints team, and how does its work help Satispay improve?
Customers need to know that their concerns will be reviewed carefully and fairly. A dedicated team gives us the time to investigate cases in depth and work with the relevant departments to understand what happened. What we learn from each complaint helps us identify improvements that go beyond resolving the individual case.
“What we learn from each complaint helps us identify improvements that go beyond resolving the individual case.”
3. What do you look for in people joining your teams, and what would you say to someone considering this kind of role?
I look for curiosity and sound judgment: people who ask questions, consider different perspectives and understand both the facts and the people involved before reaching a conclusion. That also means recognising when a standard approach isn't enough.
The work moves quickly, so you need to adapt and keep learning while maintaining attention to detail.
If you're considering this kind of role, I'd say: if you enjoy investigating problems, working with different teams and using what you learn to improve things, there's a lot to learn and contribute here.
