Customer Experience Specialist

Orca; Madrid; Híbrido; EUR 30.000 - 40.000; Jornada completa

Descripción de la vacante

A tech-driven navigation company is seeking a Customer Experience Specialist in Madrid. In this hybrid role, you will support users from onboarding to expert usage, troubleshoot issues, and create resources. The ideal candidate has strong experience in customer experience for SaaS products, excellent communication skills, and thrives in a dynamic environment. You will have the opportunity to make a real impact on customer satisfaction and drive user engagement. Salary ranges from 30,000 to 40,000 EUR.

Servicios

Field time on the water

Clear growth path

High trust environment

Formación

• Experience in customer experience, support, or account management in SaaS or tech.
• Excellent written and verbal communication in English, interpersonal skills with empathy.
• Self-starter thriving in fast-moving environments, organized, managing multiple priorities.

Responsabilidades

• Support boaters from first steps to expert-level usage.
• Troubleshoot customer issues, keeping users informed.
• Create and maintain knowledge base articles, tutorials, and FAQs.

Conocimientos

Customer Experience Expertise

Communication

Problem Solving

Analytical Mindset

Herramientas

Intercom

Zendesk

Crisp

Descripción del empleo

Location: Madrid (Hybrid) · Full-time · Competitive compensation

Help Boaters Succeed on the Water

Orca is reinventing how people navigate the sea—building the next-generation navigation platform for recreational boating. Our product is already trusted by thousands of boaters, helping them sail smarter, safer, and more enjoyably.

We’re looking for a Customer Experience Specialist to help users get the most out of Orca—from onboarding and daily use to becoming passionate advocates. You’ll be the bridge between our customers and our product, ensuring they succeed, stay engaged, and keep coming back for more. This is a high-ownership, user-facing role with direct impact on satisfaction, retention, and growth.

What You’ll Do

You’ll report directly to our Customer Success Manager and work closely with the product and engineering teams to amplify customer experience.

Your success will be measured by customer satisfaction, feature adoption, retention, and efficiency in resolving issues.

In particular, you will:

• Guide users to success Support boaters from their first steps with Orca to expert-level usage.
• Solve problems fast Troubleshoot customer issues, coordinate with internal teams, and keep users informed.
• Amplify the voice of the customer Surface insights and feedback that inform product and strategy.
• Build self-service resources Create and maintain knowledge base articles, tutorials, and FAQs.
• Leverage smart tools Use AI and automation to make support faster and more effective.
• Monitor and improve Track key metrics like satisfaction scores, response times, and feature adoption.
• Engage and retain Help customers unlock more value from Orca—reducing churn and driving renewals.
• Foster community Support one of the most active boating communities in the world, encouraging peer-to-peer learning and engagement.

What You Bring

• Customer Experience Expertise Experience in customer experience, support, or account management in SaaS or tech—ideally in a B2C setting. Skilled in platforms like Intercom, Crisp, Zendesk, or similar tools. Track record of improving customer experience and retention through proactive engagement.
• Communication & Problem Solving Excellent written and verbal communication in English (additional languages are a plus). Strong interpersonal skills with empathy and patience for users at all levels. Analytical mindset to identify patterns and propose solutions.
• Mindset & Fit Self-starter who thrives in a fast-moving startup environment. Curious and willing to dive deep into boating and marine navigation. Organized and able to manage multiple priorities. You combine empathy for users with an analytical mindset to continually improve their experience. Passionate about helping others succeed and excited to work in a high-impact role.
• Bonus Points Experience with hardware-integrated products or tools used in demanding environments. Interest in marine navigation, cartography, or adventure sports.

Why Join Orca?

• Real-world impact Help thousands of boaters enjoy smarter, safer adventures.
• Field time on the water Understand our users first-hand through sailing trials and team offsites.
• High agency Own key aspects of customer experience in a tight, talented team.
• Room to grow Clear path to evolve into senior roles in customer experience or operations.
• Great culture Hybrid setup (Madrid / Barcelona), high trust, and passionate colleagues.
• Mission-driven Help transform a global industry with fresh ideas and thoughtful support. We’re building something big and want you to share in the upside.

Salary range from 30.000 to 40.000 EUR.

Apply Now

Tell us a little about why this caught your eye—what you’d love to work on, or why this mission speaks to you.

Not quite ready to apply? Reach out anyway. We’re always happy to talk to great people—whether now or later.