Business Support Specialist

Mercedes-Benz Group Services Madrid; San Sebastián de los Reyes; Hybrid; EUR 42,000 - 56,000; Full time

Benefits offered by this job

Competitive salary

Mobile work 60%

Flexible entering hours

30 working days of holidays

Annual Training Plan

Job summary

Mercedes-Benz Group Services Madrid is seeking a Business Support Specialist to join the New Mercedes-Benz Sales Hub Europe. You will help ensure stable sales operations, resolve incidents, and continuously improve processes across production systems.

The role emphasizes ownership, proactive problem solving, and strong stakeholder management in a European context, with a hybrid working arrangement and opportunities to impact the customer experience across teams.

Qualifications

• 3+ years in customer support, sales operations, incident management, or similar.
• Strong customer-centric mindset and passion for user experience.
• High attention to detail with understanding of broader business context.
• Ability to prioritize in time-sensitive situations.
• Proactive, self-driven with ownership and accountability.
• Excellent communication and stakeholder management.

Responsibilities

• Analyze and resolve incidents and inquiries from sales agents with timely resolution.
• Monitor production environments to identify issues, trends, and risks.
• Investigate recurring issues, identify root causes, drive sustainable solutions.
• Own topics end-to-end, coordinating with stakeholders to complete actions.
• Build strong relationships with business and IT teams for effective communication.
• Identify process inefficiencies and propose improvements to boost efficiency and customer experience.
• Contribute to continuous improvement and knowledge sharing within the team.
• Create and maintain user-facing documentation and internal processes.

Skills

Customer focus

Incident management

Stakeholder management

Ownership & accountability

Analytical thinking

Effective communication

English proficiency

Tools

ServiceNow

Jira

Confluence

DataDog

Job description

Would you like to join an international atmosphere and be involved in projects across Europe and with impact worldwide having the opportunity to consolidate your career? This is your opportunity!

About the Role

Within the New Mercedes-Benz Sales Hub Europe, part of the Retail of the Future program, we are looking for a Business Support Specialist to join our team.

The Business Support team ensures the stability and efficiency of our sales operations while continuously improving processes and user experience across our production systems. We work closely with business users, markets, and IT teams to resolve issues, identify improvement opportunities, and support the successful operation of Retail of the Future solutions.

What We Are Looking For

We are looking for someone who is naturally curious, enjoys solving problems, takes ownership, and continuously looks for ways to improve processes and the customer experience.

The ideal candidate is proactive, reliable, and comfortable working independently, while also knowing when to involve the right stakeholders. They take accountability for their topics, drive actions to completion, and do not wait for others to provide direction.

They are motivated to understand root causes rather than only solving symptoms, actively seek opportunities to improve the way we work, and are willing to challenge the status quo constructively. Technical knowledge can be learned; a proactive, customer-focused, and solution-oriented mindset is essential.

Candidates who thrive in this role are those who go the extra mile, build strong relationships across teams, and combine attention to detail with a broader business perspective.

Tasks & Responsibilities

• Analyze and resolve incidents and inquiries reported by sales agents, ensuring timely resolution and a high level of customer satisfaction.
• Proactively monitor production environments and operational processes to identify issues, trends, and potential risks before they impact users.
• Investigate recurring issues, identify root causes, and collaborate with stakeholders to drive sustainable solutions.
• Take ownership of topics end-to-end, coordinating with relevant stakeholders and ensuring actions are driven through to completion.
• Build strong relationships with business and IT stakeholders, acting as a trusted partner and facilitating effective communication between teams.
• Identify process inefficiencies, improvement opportunities, and functional gaps, proposing solutions that enhance operational efficiency and the customer experience.
• Support continuous improvement initiatives by challenging existing processes and contributing ideas for optimization.
• Create and maintain user-facing documentation, knowledge articles, and internal process documentation.
• Contribute to knowledge sharing within the team and help strengthen the overall support organization.
• Communicate complex business processes and system behaviors in a clear and understandable way to different audiences.

Required Skills & Experience

• 3+ years of experience in customer support, sales operations, incident management, business operations, or a similar environment.
• Strong customer-centric mindset and passion for delivering an excellent user experience.
• High attention to detail combined with the ability to understand the broader business context.
• Experience working with complex operational processes and interconnected systems.
• Ability to prioritize effectively and remain calm in time-sensitive situations.
• Strong analytical and problem-solving skills with a structured approach.
• Proactive and self-driven personality with a strong sense of ownership and accountability.
• Ability to work independently, manage responsibilities autonomously, and drive topics forward without constant follow-up or supervision.
• Naturally curious mindset with a desire to understand root causes rather than only addressing symptoms.
• Continuous improvement mindset, always looking for opportunities to simplify processes, increase efficiency, and enhance the customer experience.
• Willingness to challenge the status quo constructively and bring forward ideas for improvement.
• Strong communication and stakeholder management skills.
• Ability to build trusting relationships across business and IT teams.
• Collaborative and team-oriented approach.
• Comfortable working with digital tools, systems, and AI-supported solutions.
• Professional proficiency in English.

Preferred Qualifications

• German, Portuguese, or Italian language skills.
• Experience in sales operations, customer operations, or the automotive industry.
• Familiarity with ticketing platforms such as ServiceNow.
• Experience working with Jira and Confluence.
• Exposure to production monitoring and observability tools such as DataDog.
• Experience collaborating with both technical and business stakeholders in an international environment.

Within our benefits as employee, we provide:

• Competitive salary + variable compensation
• 60% Mobile work
• Flexible entering hours
• 30 working days of holidays
• Annual Training Plan