Customer Experience Lead – Fintech (On-site Madrid)

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

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.