Customer Experience Associate

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 one of the fastest-growing FinTech scale-ups in Europe. Founded in 2021, we are on a mission to redefine how mid-market and enterprise companies interact with their money. We don't just offer visibility; we provide the financial operating system for the modern era.

The Evolution:

From SaaS to Infrastructure — we've moved beyond being a platform to becoming a powerhouse of financial services. We are building EmbatOne, our own banking infrastructure designed to bridge the gap between traditional banking and seamless digital operations. And with TellMe, our proprietary AI financial assistant, we are empowering CFOs and treasury teams to query complex data and get real-time insights through natural language, turning manual reporting into an archaic memory.

The Team:

150+ exceptional individuals working from our hubs in Spain, UK and DACH, united by a culture of high performance and radical ownership.

The Volume:

Our transaction engines handle massive, high-volume payment flows for multinationals, ensuring security and resilience in every cent moved.

The Backing:

Backed by tier-1 investors including Creandum, Samaipata, 4Founders Capital and VentureFriends. With a €30M funding round, we're entering our next stage of growth—scaling internationally, expanding our product portfolio, and building the team that will shape the future of treasury management.

What will you do?

We're looking for a Customer Experience Associate who becomes the voice of the customer inside Embat, and at the same time, their first point of trust when something doesn't go as expected. In this role, you'll be the one translating doubts and technical roadblocks into concrete solutions, and turning every issue into a useful signal for the product to improve.

This isn't just about "closing tickets". You'll move across product, marketing, sales, and implementation, connecting pieces that don't seem related at first glance—what a customer reports today can be the improvement we ship tomorrow.

You'll be the one who holds the relationship together when things get complicated, who builds the knowledge that keeps the same problem from happening twice, and who doesn't consider a case closed until the customer trusts us again.

Lead and follow-up all the customer’s doubts and issues.

Understand the customer’s needs as a feedback for the improvement of the platform.

Development of the proper knowledge base for customers.

Proactive problem resolution, developing and consolidating strong relationships with customers and internal stakeholders.

Work closely with the following teams: product, marketing, sales and implementation.

Process optimization and improvement.

Own, coordinate and solve technical issues generated by the use of Embat, acting as the primary escalation point for customers as well as internal stakeholders.

Collaborate with other internal teams as necessary until an issue is resolved and communicated back to the relevant stakeholders.

What are we looking for?

Experience in ticketing management and having a customer service profile.

We are looking for a hybrid profile willing to work with different teams and have a global impact. You need to be able to understand the big picture.

Knowledge of CRM software (Zendesk)

Hands on attitude - Capacity to execute and willingness to do what it takes to get things over the line.

Be interesting in fintech

Strong organization skills and capabilities with managing multiple projects simultaneously and successfully

Team-player: “We” is always before “I”

Spanish and English speaker - proficiency level

Additionally, any of the below would definitely be great:

We need passion and energy. You love what to do and are very motivated to fulfill the ambitious tasks you will be responsible for.

International experience and additional languages are key to embrace our inclusive culture.

Creativity - you are proactive and suggest new ideas to test or to improve what we are already doing

What comes with working at Embat?

We provide the platform for you to reach your highest professional and personal goals. At Embat, you'll work in an agile, high-performance environment where we ditch bureaucracy in favor of ownership and impact. We give you the space to lead, build, and create real value for our users from day one.

Generous Leave:

23 paid vacation days + your birthday off + public holidays.

Tenure Rewards:

Earn +1 extra vacation day for every year at Embat (up to 3).

True Flexibility:

A hybrid model (40% remote) with flexible working hours.

Wellhub (Gympass):

Corporate access to thousands of gyms, wellness studios, and mindfulness apps at 30% to 60% off.

Private Health Insurance (Sanitas):

Access top-tier health coverage through our tax-free Flexible Compensation scheme.

Co-funded Learning Budget:

Up to €1,000/year for your professional growth (50/50 match with Embat, 100% tax-free!).

Continuous Growth:

Continuous finance & product training, and twice-yearly career reviews.

Flexible Compensation via Payflow:

Optimize your net salary with tax-free benefits including Restaurant, Transport, and Kindergarten vouchers.

Tech of your choice:

High-end hardware and tools to do your best work.

Great Vibes:

Regular team buildings and a highly collaborative, energetic culture