Fintech Card & Payments Support Specialist (L1) – Madrid

Uplift People Consulting; Madrid; Vor Ort; EUR 28.000 - 42.000; Vollzeit

Zusammenfassung

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

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Customer service experience

Communication skills

Problem-solving

Case management

Digital support tools

Tools

CRM software

Chatbot platforms

Jobbeschreibung

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