Customer Care - Spanish market

bsport; Barcelona; Hybride; EUR 32 000 - 52 000; Plein temps

Avantages offerts par ce poste

Claude AI account

AI tools budget

Health insurance

Dental

Mental health support

Paid sick leave

Wellhub access

Remote day per week

Summer Fridays

International team

Résumé du poste

bsport is building a global wellness platform that combines boutique fitness with modern technology. You will be the first touchpoint for customers, helping them get the most from our product and collaborating with other teams to resolve issues.

As a Customer Support Associate, you’ll manage chats and emails, process bookings and invoices, escalate cases when needed, and help improve our help center content. This is a full-time role with some remote work and a rotating schedule.

Qualifications

• 1+ year of customer support experience, ideally in software.
• Spanish native and English fluent.
• Excellent communication: clear, warm, empathetic, patient under pressure.
• Product curiosity: enjoy learning products in depth to offer practical solutions.
• Nice to have: fitness or wellness background; Intercom experience; third language (Catalan).

Responsabilités

• First contact on every conversation via chat and email.
• Handle standard requests: passes, subscriptions, bookings, members, invoices to members, app how-to, payment status.
• Escalate complex cases to Level 2 with all necessary context.
• Level 2 owns the client until the case is closed.
• Flag recurring questions and contribute to improving the help center content.

Connaissances

Customer support

Spanish native

English fluent

Empathy and clear communication

Product curiosity

Catalan (nice to have)

Description du poste

At bsport we empower the Wellness Industry with an all-in-one platform that combines boutique fitness and advanced technology. Our platform enables our partners to manage their bookings, payroll, marketing and more, to streamline operations and boost their commercial success.
Join bsport at one of the most exciting stages of its journey: backed by €30 million in funding, the company is accelerating its international expansion and redefining the future of fitness and wellness tech.

The role

You’ll be the first point of contact for customers, helping them solve problems and get the most out of our product. You’ll combine empathy, curiosity, and problem-solving to deliver an outstanding customer experience, while working closely with other teams to tackle more complex issues and make things better for everyone.

What you will own

1. First contact on every conversation

   • Pick up Fin handoffs and new conversations in chat and email.

   • Solve standard requests: passes, subscriptions, bookings, members, invoices to members, branded app how-to, payment status.

2. Clean escalations

   • When a case needs a decision or an investigation, you escalates it to Level 2 with everything they need.

   • Once the case is escalated correctly, Level 2 owns the client and the conversation until it is closed.

3. Feedback

   • Flag recurring questions and missing help centre content.

Schedule:

Full-time, 40 hours per week, following a rotating schedule:

• Two weeks per month: Monday to Friday 9:00 am - 6:00 pm

• Two weeks per month (weekend rota):

  • Wednesday to Friday: 9:00 am – 6:45 pm

  • Saturday: 9:00 am – 2:00 pm (Work from home)

  • Sunday: 9:00 am – 6:45 pm (Work from home)

  • Monday and Tuesday: Days off.

You would be great fit if you have

• Customer support experience: 1+ year in customer support, ideally in software.

• Language skills: Spanish native and English fluent.

• Excellent communication: You write clearly and warmly, show empathy, and remain patient when helping customers under pressure.

• Product curiosity: You enjoy learning products in depth and can turn that knowledge into practical solutions for customers.

• Nice to have: Fitness or wellness background, intercom experience or a third language (as Catalan)

What We Offer

AI-powered, from day one
Your own Claude account and a monthly AI tools budget.

Your health comes first
Alan health insurance fully covered by bsport · DKV dental · mental health support · paid sick leave.

Move like the people we serve
Wellhub access to thousands of gyms, studios and wellness apps.

Get more from your pay
Alan Flex: pay meals, transport and nursery from your gross salary, tax-free.

A great place to work, live and connect
Office on Passeig de Gràcia · 1 remote day/week + 15 extra days/year · Summer Fridays in August · an international team across Europe, the US and APAC.

The hiring process

• Introduction call with Charlotte, talent acquisition

• First interview with Rachel, your future team leader

• Second interview with Taninna, Head of CSM

We believe diversity makes us stronger and are committed to creating an inclusive workplace where everyone can do their best work.

If you require accommodations during the application or interview process, please inform us.