Customer Support Consultant (m/f/d)

Infront Financial Technology GmbH; Madrid; Híbrido; EUR 32.000 - 52.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health & wellness

Holiday entitlement

Remote work option (2 days/week)

Learning & development

Culture & international team

Office in Madrid

Descripción de la vacante

Infront in Madrid is seeking a Client Service Specialist to become a trusted partner for professional clients, including banks, brokers, and financial institutions, using our cutting‑edge trading and market data solutions.

You’ll resolve complex issues, own cases end‑to‑end, and collaborate with Product, Dev, Ops, Sales and Account teams to continually improve client outcomes. Fluency in English and strong communication are essential, with a hybrid schedule offering two remote days.

Formación

• Basic understanding of financial products and market data platforms, with a strong eagerness to learn.
• Excellent interpersonal and communication skills to build trust with clients.
• Ability to manage a caseload of support tickets and prioritize tasks in a fast-paced help desk.
• Strong customer service orientation with the ability to provide first-level support and escalate when needed.
• Proven problem-solving skills with a structured and analytical approach to issue resolution.

Responsabilidades

• Be the first point of contact for clients via phone, email, and chat.
• Troubleshoot and resolve trading, market data, and technical issues, often at first contact.
• Own support cases end-to-end with clear communication.
• Escalate complex issues with documented tickets (JIRA).
• Maintain accurate case records and share knowledge across teams.
• Support client onboarding, training, and product enablement.
• Build strong client relationships by understanding workflows and needs.
• Collaborate with Product, Dev, Ops, Sales and Account teams to drive outcomes.
• Assist with product testing, releases, and quality checks before go-live.
• Gather client feedback to improve products and services.
• Contribute to documentation, knowledge bases, and best practices.

Conocimientos

Client service

Communication

Problem solving

Independence

English fluency

Herramientas

JIRA

Descripción del empleo

At Infront, we are committed to fostering an inclusive workplace, recognizing our diverse team as one of our most valuable assets.

For 25 years, Infront has been empowering financial market experts to make faster, smarter, compliant decisions. Over time, we have expanded our foundation by bringing together companies with more than 75 years of combined market experience and trust. All these years on, we’re still building. Opening our new Madrid office this summer marks an exciting next chapter, and we’re growing our team in order to write it.

Our strength lies in market data, delivering reliable, accurate information through a powerful suite of tools, spanning Data Intelligence, Wealth Management solutions, and Trading & Investor solutions, that our users depend on every day. Today, we are one of Europe’s leading providers of market data and financial software, helping professionals navigate markets with confidence and speed.

About the Role

Are you passionate about financial markets, technology, and delivering exceptional client experiences? We’re looking for a Client Service Specialist to become a trusted partner to professional clients, including banks, brokers, and financial institutions using our cutting‑edge trading and market data solutions.

In this role, you’ll combine your knowledge of financial markets with strong technical problem‑solving skills to help clients maximise the value of our products.

You’ll be the go‑to expert for resolving complex issues, improving client outcomes, and contributing to the evolution of innovative fintech solutions.

Responsibilities

• Be the first point of contact for clients, delivering fast, professional support across phone, email, and chat
• Troubleshoot and resolve trading, market data, and technical issues, often at first contact
• Own support cases end‑to‑end, ensuring smooth resolution and clear communication
• Escalate complex issues with clear, well‑documented tickets (JIRA) when needed
• Keep accurate case records and share knowledge across teams
• Support client onboarding, training, and product enablement
• Build strong client relationships by understanding their workflows and needs
• Collaborate with Product, Dev, Ops, Sales, and
• Account teams to drive great outcomes
• Assist with product testing, releases, and quality checks before go‑live
• Gather client feedback to improve products and services
• Contribute to documentation, knowledge bases, and best practices

Who you are

• Basic understanding of financial products and market data platforms, with a strong eagerness to learn and quickly become proficient in Infront’s software products
• Excellent interpersonal and communication skills to build trust and maintain clear, professional client interactions
• Ability to work independently, manage a caseload of support tickets efficiently, and prioritize tasks in a fast‑paced help desk environment
• Strong customer service orientation with the capability to accurately assess client inquiries, provide first‑level support, and escalate complex issues appropriately
• Proven problem‑solving skills with a structured and analytical approach to issue resolution
• Fluent in English, both written and spoken
• You are curious, proactive, and motivated to continuously develop your knowledge while helping clients maximize the value of Infront’s solutions

Our offer

Health & wellness: Benefit from wellbeing initiatives tailored to local needs, including access to an employee assistance programme that provides confidential support to employees and their families.
Holiday: Enjoy competitive holiday entitlement aligned with local markets, so you can rest and recharge.
Remote work: Enjoy the opportunity to work two days a week from home, with flexible working hours where possible. You may also request to work up to four weeks per year from a different location.
Learning & development: Support your career progression with access to learning resources, ongoing conversations with your manager, and opportunities to share the knowledge you gain with your team.
Culture & impact: Be part of an international team with a startup mindset and play a key role in making a meaningful impact.
Our offices: Work from Europe’s leading financial centres and be at the heart of where finance happens.

Additional notes

• All candidates selected for employment are subject to Pre‑Employment Screening. This process includes professional reference and background checks conducted by our third‑party partner, ZINC. These screenings are part of our commitment to ensuring a secure, compliant, and trustworthy workplace.
• This position will be based in our office in Madrid, and we can only consider applications from candidates who are already based in Madrid and who are eligible to work in Spain and do not require sponsorship for a work permit.
• We kindly ask that you submit your CV in English.