Customer Experience Specialist (Contract)

Orca; Madrid; Híbrido; EUR 50.000 - 70.000; Jornada completa

Descripción de la vacante

A leading tech company is seeking a Customer Experience Specialist to enhance user engagement with their platform. This role involves supporting users from the initial onboarding process to advanced usage, utilizing tools like Intercom and Zendesk. The ideal candidate has a background in customer experience or account management in a SaaS environment, possesses excellent communication skills, and is eager to be part of a collaborative team. This position offers a hybrid work setting in Madrid and Barcelona.

Formación

• Experience in customer experience, support or account management in a SaaS or tech setting.
• Skilled in customer support platforms like Intercom, Crisp, Zendesk.
• Excellent communication skills in English; additional languages are a plus.

Responsabilidades

• Support boaters in using Orca from onboarding to expert-level.
• Build self-service resources using AI and automation.
• Encourage peer-to-peer learning within the boating community.

Conocimientos

Customer experience

Account management

Communication in English

Experience with Intercom or similar

Herramientas

Intercom

Crisp

Zendesk

Descripción del empleo

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

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

Responsibilities

• Support boaters from their first steps with Orca to expert-level usage.
• Build self‑service resources: Use AI and automation to make support faster and more effective.
• Support one of the most active boating communities in the world, encouraging peer-to-peer learning and engagement.

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.
• Excellent written and verbal communication in English (additional languages are a plus).
• Own key aspects of customer experience in a tight, talented team.
• Clear path to evolve into senior roles in customer experience or operations.

Hybrid setup (Madrid / Barcelona), high trust, and passionate colleagues.

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