Customer Support Associate

Embat; Alcobendas; Híbrido; EUR 28.000 - 42.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Vacaciones 23 días + cumpleaños libre

40% teletrabajo

Seguro médico privado

Presupuesto de aprendizaje 1000€

Flexibilidad de compensación Payflow

Eventos de equipo

Descripción de la vacante

Embat busca un/a Customer Support Associate para ser la voz del cliente y el primer punto de confianza cuando surjan incidencias. Te encargarás de traducir dudas técnicas en soluciones concretas y de impulsar mejoras basadas en señales de los clientes.

Trabajarás de forma colaborativa con producto, marketing, ventas e implementación, manteniendo una relación sólida con el cliente y otras áreas de la empresa para evitar recurrencias y elevar la satisfacción.

Formación

• Experiencia en gestión de tickets y perfil orientado al cliente.
• Perfil híbrido con capacidad para colaborar entre equipos y comprender el conjunto del negocio.
• Conocimiento de CRM y Zendesk.
• Actitud práctica y disposición para hacer lo necesario para cerrar tareas.

Responsabilidades

• Llevar a cabo el seguimiento de dudas e incidencias del cliente.
• Entender las necesidades del cliente para mejorar la plataforma.
• Desarrollar y mantener la base de conocimientos para clientes.
• Resolver problemas proactivamente y gestionar relaciones con clientes e interlocutores internos.
• Trabajar estrechamente con producto, marketing, ventas e implementación.
• Optimizar procesos y coordinar la resolución de incidencias técnicas.
• Ser punto de escalamiento principal para clientes y equipos internos.
• Colaborar con otros equipos hasta resolver y comunicar la solución.

Conocimientos

Ticketing management

Customer service

Zendesk

Bilingual EN/ES

Fintech interest

Team-player

Herramientas

Zendesk

Descripción del empleo

Descripción del trabajo

What is Embat?

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 currently building EmbatOne, our own banking infrastructure designed to bridge the gap between traditional banking and seamless digital operations.

But we arent just moving money, we are making it smarter. 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.

Scale & Impact:

• The Team: We are now a team of 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: In May 2026, Embat secured a €30M Series B led by Cathay Innovation, with continued backing from Creandum, Samaipata, 4Founders Capital, and VentureFriends. This milestone is accelerating our international expansion and strengthening our ambition to become the AI-native treasury platform powering the next generation of global finance teams.

We're looking for a Customer Support Associate who becomes the voice of the customer inside Embat, and at the same time, their first point of trust when something doesnt go as expected. In this role, youll 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 isnt just about "closing tickets". Youll move across product, marketing, sales, and implementation, connecting pieces that dont seem related at first glance—what a customer reports today can be the improvement we ship tomorrow.

Youll 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 doesnt consider a case closed until the customer trusts us again.

What will you do?

• 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 interested 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