Customer Care Specialist - English speaker

PLAYTOMIC; Madrid; Híbrido; EUR 28.000 - 36.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work flexibility

23 days vacation

Birthday off

Wellness days

Cobee benefits: Medical insurance or餐/

Gympass

Additional day off per year

Descripción de la vacante

PLAYTOMIC is seeking a native English-speaking Customer Care Specialist based in Spain to support sports clubs using our platform. You’ll handle inquiries via live chat and email and collaborate with cross-functional teams to deliver outstanding service.

You’ll work with product, success and marketing teams to identify issues, report bugs, and keep up with product changes and industry trends. Remote work flexibility is offered.

Formación

• Native or bilingual English with another language requirement.
• Experience in customer service, preferably in SaaS.
• Knowledge or experience working with AI in a customer-related role.

Responsabilidades

• Respond to customer inquiries through live chat and email for sports clubs using Playtomic.
• Collaborate with product team to identify, report and address bugs and user feedback.
• Work with country managers, Customer Success, marketing and other departments to align efforts.
• Stay updated on product updates, industry trends and customer service best practices.
• Maintain compliance with privacy, security and regulatory requirements.
• Proactively identify issues and suggest improvements or start projects to enhance Customer Experience.

Conocimientos

Native English

Bilingual English & another language

Customer service experience

AI in customer-related role

Proactive & customer-oriented

Tech-savvy

Based in Spain

Herramientas

Zendesk

Descripción del empleo

We’re looking for a native English-speaking Customer Care Specialist based in Spain to support our users, primarily across our English-speaking markets. Ideally, you’ll also speak an additional European language that aligns with our current or future market needs.

As a Customer Care Specialist, you’ll be responsible for providing assistance and support to our customers - sports clubs using Playtomic. Your goal will be to resolve their inquiries and provide the best possible customer experience.

Check out a video from our Customer Care Director, talking about the team: https://www.youtube.com/watch?v=sWEU78qsxRw

What you’ll be doing

• Respond to customer inquiries: Engage with customers primarily through written channels such as live chat and email, addressing queries from sports clubs utilizing the Playtomic booking system.
• Resolve technical issues: Collaborate with our product team to accurately identify, report, and address bugs and user feedback, ensuring seamless functionality for all users.
• Collaborate across teams: Work closely with country managers, Customer Success managers, the marketing team and other departments to synergize efforts toward achieving company objectives.
• Improve your skills and knowledge: Stay abreast of product updates, industry trends and customer service best practices to continually enhance performance and effectiveness.
• Adhere to policies and procedures: Maintain compliance with company policies, procedures and guidelines related to customer care, privacy, security and regulatory requirements.
• Embrace a proactive approach: Proactively identify common issues and suggest improvements or structure new projects that can enhance Customer Experience

In summary, your role is crucial in ensuring the highest level of customer satisfaction, driving product improvement to meet customer expectations and contributing to the overall success and expansion of our company.

Who you’ll be playing with

You will be part of a team of 6 Global Customer Care Specialists and a total of 32 Customer Care team members!

Our Ideal "Player"

• Native or Bilingual in English and another language
• Experience in customer service
• Knowledge or experience working with AI in a customer related role
• A proactive and customer-oriented attitude
• Tech-savvy
• Based in Spain
• Racket sports lover!
• Experience using Zendesk as a customer support platform
• Experience working at SaaS companies and business models
• Strong and responsible team player

What’s in it for you

• Salary: Depending on experience, to be discussed in the first meeting
• Opportunity to work in a top international team
• 23 days of vacation + day off on your birthday + 2 days off for Wellness days in August.
• 1 additional day off per year worked.
• Cobee benefits: Medical insurance or Restaurant card and flexible spending on food, transportation, kindergarten and more.
• Gympass discounts in several plans that include gyms, personal classes, access to free apps for wellbeing, nutrition etc.
• Remote work flexibility

Our hiring process

Last, and for you to start warming up, we want to show you whatour process looks like:

• First, you'll have an interview with the hiring manager
• Then, there’s an exercise to showcase your skills
• Second interview with another team member.
• Finally, you'll meet with with someone from the People team.

Your mission

We’re looking for a native English-speaking Customer Care Specialist based in Spain to support our users, primarily across our English-speaking markets. Ideally, you’ll also speak an additional European language that aligns with our current or future market needs.

As a Customer Care Specialist, you’ll be responsible for providing assistance and support to our customers - sports clubs using Playtomic. Your goal will be to resolve their inquiries and provide the best possible customer experience.

Check out a video from our Customer Care Director, talking about the team: https://www.youtube.com/watch?v=sWEU78qsxRw

What you’ll be doing

• Respond to customer inquiries: Engage with customers primarily through written channels such as live chat and email, addressing queries from sports clubs utilizing the Playtomic booking system.
• Resolve technical issues: Collaborate with our product team to accurately identify, report and address bugs and user feedback, ensuring seamless functionality for all users.
• Collaborate across teams: Work closely with country managers, Customer Success managers, the marketing team and other departments to synergize efforts toward achieving company objectives.
• Improve your skills and knowledge: Stay abreast of product updates, industry trends and customer service best practices to continually enhance performance and effectiveness.
• Adhere to policies and procedures: Maintain compliance with company policies, procedures and guidelines related to customer care, privacy, security and regulatory requirements.
• Embrace a proactive approach: Proactively identify common issues and suggest improvements or structure new projects that can enhance Customer Experience

In summary, your role is crucial in ensuring the highest level of customer satisfaction, driving product improvement to meet customer expectations and contributing to the overall success and expansion of our company.

Who you’ll be playing with

You will be part of a team of 6 Global Customer Care Specialists and a total of 32 Customer Care team members!

Our Ideal "Player"

• Native or Bilingual in English and another language
• Experience in customer service
• Knowledge or experience working with AI in a customer related role
• A proactive and customer-oriented attitude
• Tech-savvy
• Based in Spain
• Racket sports lover!
• Experience using Zendesk as a customer support platform
• Experience working at SaaS companies and business models
• Strong and responsible team player

Extra points

• Experience using Zendesk as a customer support platform
• Experience working at SaaS companies and business models
• Excellent communication skills
• Strong and responsible team player

What’s in it for you

• Salary: Depending on experience, to be discussed in the first meeting
• Opportunity to work in a top international team
• 23 days of vacation + day off on your birthday + 2 days off for Wellness days in August.
• 1 additional day off per year worked.
• Cobee benefits: Medical insurance or Restaurant card and flexible spending on food, transportation, kindergarten and more.
• Gympass discounts in several plans that include gyms, personal classes, access to free apps for wellbeing, nutrition etc.
• Remote work flexibility

Our hiring process

Last, and for you to start warming up, we want to show you whatour process looks like:

• First, you'll have an interview with the hiring manager
• Then, there’s an exercise to showcase your skills
• Second interview with another team member.
• Finally, you'll meet with with someone from the People team.

About PLAYTOMIC

We're world’s largest racket sports App for players and clubs. Our goal is to socialize sports practice: through the app, players can book courts, find other players with similar skill levels, and join a social community dedicated to playing.

Since 2017, Playtomic has earned the trust of national and international investors, consolidating it as one of the main world players in sports digitalization. You will find +200 co-workers around the world with headquarters in Spain.

Take a look at our candidate playbook!