Customer Experience

Tuyo; Madrid; On-site; EUR 35,000 - 55,000; Full time

Job summary

Tuyo in Madrid is seeking a customer support professional to elevate the experience for thousands of users across 130 countries. You will chat and email daily, uncover the real answers, and explain blockchain and on-chain transfers in a human, easy-to-understand way.

You will own the end-to-end customer journey, help shape our help center, collaborate with engineers, and contribute to building scalable support as we grow, with strong English writing and curiosity.

Qualifications

• Real care for people and a genuine willingness to help.
• Excellent writing to explain complex topics clearly.
• Real curiosity to learn how things work and become technical quickly.
• Strong attention to detail and careful response.
• Honesty and a willingness to say 'I don't know' and find out.
• Strong English, both written and spoken.
• High personal standards and proactivity.

Responsibilities

• Answer every message by chat and email with care.
• Investigate transfers and explain blockchain-related failures.
• Own the entire customer experience, including help center and tone.
• Provide feedback to engineers to improve the product.
• Help shape future support at Tuyo as we scale.

Skills

Real care for people

Excellent writing

Real curiosity

Attention to detail

Honesty

Good English

High standards

Tools

Intercom

Zendesk

Job description

About Tuyo

Our mission is to help people move forward in their financial life. We are a small and very technical team in Madrid, and we serve thousands of customers in more than 130 countries.

The job

You talk to our customers every day. Your job is to make that experience far better than anything people expect from a financial product.

What That Looks Like

• Answer every message that comes in by chat and email. The easy ones and the scary ones. With more care than people expect.
• Find the real answer. Our product sits between crypto and banking: self-custody wallets, stablecoins, bank accounts (IBANs) and cards. When a transfer is stuck, you will learn to follow it on the blockchain, work out where it actually failed, and explain it.
• Own the whole experience, not just the inbox. The help center, the way we write, our internal guides, our tone.
• Bring what you learn back to the product. You are the closest person to our customers. Our engineers sit one desk away, and we act on what you tell them.
• Decide what support at Tuyo should become as we grow, and then build it.

Who We Are Looking For

We care much more about who you are than about where you have worked.

Must have

• Real care for people. You want to help, and you help more than anyone expects. This is the whole job.
• Excellent writing. You can explain something difficult in simple words to someone who is worried, and still sound like a human being.
• Real curiosity. You want to know how things work, and you are happy to become technical fast.
• Attention to detail. You check before you answer.
• Honesty. "I don't know, let me find out" is always a good answer. We prefer it to an answer that sounds confident and turns out to be wrong.
• Good English, written and spoken. You will talk to customers and write documentation in English every day.
• High standards. You set them for yourself. Nobody has to ask you.

Where you might be coming from

Support or customer service at a product you loved. Hospitality: a good hotel or a good restaurant, where you learned what looking after someone really means. Operations, compliance, or a technical help desk. Or something completely different.

Nice to have

• You already understand wallets, stablecoins, blockchains (Ethereum, Base) and how on-chain transactions work.
• You have used block explorers, DeFi apps or on-chain analytics.
• You have worked with support tools like Intercom or Zendesk, or built a help center from zero.
• You have worked in KYC/AML, disputes or chargebacks.
• You speak Spanish, or another language.

Salary

35-55K EUR + 0.2-0.3% equity

Location

Fully on-site at our office in Madrid.