Customer Support Specialist

Infront; Madrid; Hybrid; EUR 30,000 - 45,000; Full time

Benefits offered by this job

Health & wellbeing

Holiday entitlement

Hybrid work

Learning resources

Culture & international team

Job summary

Infront, a leading fintech provider, is expanding its Madrid office and seeking a Client Service Specialist to support professional clients including banks and financial institutions. You will combine market knowledge with technical problem-solving to maximise product value and resolve complex issues, becoming the go-to expert for client outcomes.

You will help with onboarding, training, and knowledge sharing, building strong relationships and collaborating with Product, Dev, Ops, Sales, and

Qualifications

• Fluent in English, both written and spoken.
• Excellent interpersonal and communication skills.
• Ability to work independently and manage a caseload of support tickets.
• Strong customer service orientation with the capability to provide first-level support.
• Proven problem-solving skills with an analytical approach to issue resolution.

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.

Skills

Fluent English

Interpersonal skills

Customer service

Problem-solving

Independence

Tools

JIRA

Job description

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.

Responsabilities

• 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 escalation 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 maximise 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.