Merchant Support Specialist providing 24/7 customer service and technical support for fintech clients. Involves problem - solving and effective communication with diverse clients.
About the role
- Customer Support Specialist assisting mortgage brokers in Spain through a specialized SaaS platform. Engaging with clients to ensure effective onboarding and platform usage while resolving inquiries.
Responsibilities
- Respond to client inquiries through our support system (Intercom) in a timely, professional, and empathetic manner
- Diagnose and resolve common customer problems, escalating more complex issues to product or development teams when needed
- Help users understand how to navigate our platform, sharing tips and tutorials as needed
- Identify recurring issues and share customer insights with the Product and Customer Success teams to improve the overall experience
- Lead and support onboarding sessions for new clients, ensuring a smooth and engaging start on the platform
- Participate in internal team syncs to align on common customer challenges and solutions
- Deliver online training sessions and product webinars to present new features and ensure customers stay up to date with platform developments
Requirements
- Fluency in Spanish at a native level
- Minimum 1+ year of experience in Customer Success, Customer Support, or another client-facing role, ideally in SaaS, Fintech, or Proptech industries
- Good communication and presentation skills - confident in leading meetings, webinars, and product demos
- Organized, proactive, and able to multitask in a dynamic SaaS environment
- A problem-solving mindset with a desire to help people
- A fast learner who is comfortable with technology and software platforms
- A friendly, empathetic, and patient attitude
- Someone who wants to start or boost a career in the fintech ecosystem
- Willingness to travel occasionally to Lisbon to receive initial training on the platform, internal processes, and service standards
Benefits
- Professional development opportunities
- Remote work options
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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