Customer Experience Architect — Hybrid FinTech

Embat; Madrid; Híbrido; EUR 28.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Generous Leave

Hybrid work model (40% remote)

Private Health Insurance

Learning Budget (up to €1,000/year)

Gym/Wellbeing access (Wellhub)

Descripción de la vacante

Embat is a fast-growing FinTech scale-up redefining how mid-market and enterprise companies interact with money. We seek a Customer Experience Associate to be the voice of the customer, translating doubts into concrete solutions and feeding product improvements.

You will work across product, marketing, sales and implementation, building knowledge bases and owning proactive problem resolution while maintaining strong relationships with customers and internal teams.

Formación

• Experience in ticketing management and customer service.
• Hybrid profile willing to work with different teams and have a global impact.
• Knowledge of Zendesk CRM software.
• Hands-on attitude and proactive mindset to close gaps and resolve issues.
• Interest in fintech and developing solutions for customers.
• Strong organizational skills with multiple projects.
• Team-player mindset and collaboration across functions.
• Spanish and English proficiency

Responsabilidades

• Lead and follow up on customer doubts and issues.
• Understand customer needs and feed improvements to the platform.
• Develop and maintain a knowledge base for customers.
• Proactively resolve problems and strengthen customer relationships.
• Collaborate with product, marketing, sales and implementation teams.
• Drive process optimization and improvement.
• Own and coordinate technical issue resolution as escalation point.
• Coordinate with internal teams until issues are resolved and communicated.

Conocimientos

Ticketing management

Customer service

Cross-functional collaboration

Bilingual EN/ES

Herramientas

Zendesk

Descripción del empleo

Embat is a fast-growing FinTech scale-up redefining how mid-market and enterprise companies interact with money. We seek a Customer Experience Associate to be the voice of the customer, translating doubts into concrete solutions and feeding product improvements.

You will work across product, marketing, sales and implementation, building knowledge bases and owning proactive problem resolution while maintaining strong relationships with customers and internal teams.