Customer Service Specialist – L1

Uplift People Consulting; Madrid; Sur place; EUR 28 000 - 42 000; Plein temps

Résumé du poste

Uplift People Consulting is seeking a Customer Service Specialist – L1 in Madrid to support customers using a global card issuing and embedded finance solution. You will handle onboarding and day-to-day product usage, resolve queries and escalate complex cases to L2/L3 as needed.

In this fast-growing fintech environment, you will work with cross-functional teams, contribute to FAQs and onboarding materials, and help improve customer experience by tracking response and resolution times and

Qualifications

• Experience in Customer Service or other customer-facing role, preferably in payments, fintech or e-commerce.
• Knowledge of card issuing, FX, payments, acquiring and/or e-commerce is highly desirable.
• Strong communication, problem-solving and case-management skills.
• Comfortable using digital support tools, dashboards and chatbot-assisted journeys.

Responsabilités

• Provide L1 customer support during onboarding and ongoing product usage.
• Support enquiries related to card usage, transactions, FX and payments.
• Guide customers through product functionality and day-to-day use.
• Handle customer conversations escalated from chatbot and digital support channels.
• Resolve L1 enquiries and coordinate L2/L3 escalations with internal teams and financial partners.
• Track cases through resolution and keep customers informed.
• Capture customer feedback and help improve FAQs, onboarding materials and support processes.
• Support key service metrics including response time, resolution time and customer satisfaction.

Connaissances

Customer service experience

Communication skills

Problem-solving

Case management

Digital support tools

Outils

CRM software

Chatbot platforms

Description du poste

Uplift is a dynamic agency specializing in global talent search, covering EMEA, LATAM, USA, and APAC. With successful placements in 58 countries, we combine speed and cutting-edge technology to source top executive and mid-senior talent across various functions. Our innovative approach integrates global networks, AI, and advanced recruitment tools. Beyond recruitment, we engage with our audience through our podcast, newsletter, and webinars, ensuring we stay at the forefront of talent acquisition and global HR trends.

About Our Client

Our client is a globally active digital and technology-led organization working closely with major online platforms to support advertisers and agencies across diverse markets.

Location: Madrid, Spain

Reporting to: Customer Service & Customer Success Team Lead

We're looking for a Customer Service Specialist – L1 to provide frontline support for customers using a global card issuing and embedded finance solution.

You'll support customers from onboarding through day-to-day product usage, resolve enquiries and ensure more complex cases are effectively escalated and followed through to resolution.

What You'll Do

• Provide L1 customer support during onboarding and ongoing product usage
• Support enquiries related to card usage, transactions, FX and payments
• Guide customers through product functionality and day-to-day use
• Handle customer conversations escalated from chatbot and digital support channels
• Resolve L1 enquiries and coordinate L2/L3 escalations with internal teams and financial partners
• Track cases through resolution and keep customers informed
• Capture customer feedback and help improve FAQs, onboarding materials and support processes
• Support key service metrics including response time, resolution time and customer satisfaction

What We're Looking For

• Experience in Customer Service, Operations or another customer-facing role, ideally within payments, fintech, banking or e-commerce
• Knowledge of card issuing, FX, payments, acquiring and/or e-commerce is highly desirable
• Strong communication, problem-solving and case-management skills
• Comfortable using digital support tools, dashboards and chatbot-assisted journeys
• German, a Baltic language, Slovak or Slovenian is a strong plus

A great opportunity for someone who enjoys hands-on customer interaction, problem-solving and working in a fast-growing fintech environment.