Fintech Customer Support & Onboarding Specialist

Aleph; Madrid; Presencial; EUR 30.000 - 37.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Global exposure

State-of-the-art workshops

Multicultural, diverse team

Descripción de la vacante

Aleph is seeking a Customer Service Officer - L1 in Madrid to support our global card issuing and embedded finance platform. You'll be the frontline contact, handling onboarding, day-to-day product support, and escalation of cases to specialist partners, ensuring smooth resolutions.

You'll work with chatbot-driven journeys, dashboards, and internal stakeholders, delivering high-quality service, driving KPIs, and contributing to continuous improvement in a fast-growing, international fintech

Formación

• Customer service, operations or customer-facing experience, ideally in payments/fintech/banking or e-commerce.
• Knowledge of card issuing, FX, payments, card acquiring and/or e-commerce is highly desirable.
• Strong communication, problem-solving and case-management skills.
• Comfort with digital support tools, dashboards and chatbot-assisted journeys.
• Fluent English and German; Baltic language, Slovak or Slovenian is a strong plus.

Responsabilidades

• Provide high-quality L1 support throughout onboarding and ongoing product usage.
• Guide customers through onboarding, product functionality and day-to-day use.
• Handle enquiries related to card usage, transactions, FX, payments and general product features.
• Act as the human support layer for chatbot conversations and escalate where needed.
• Coordinate and track cases through resolution with internal and external partners.

Conocimientos

Customer service

Communication

Problem solving

Case management

Digital tools

English

German

Onboarding knowledge

Herramientas

Dashboards

Chatbot

Descripción del empleo

Aleph is seeking a Customer Service Officer - L1 in Madrid to support our global card issuing and embedded finance platform. You'll be the frontline contact, handling onboarding, day-to-day product support, and escalation of cases to specialist partners, ensuring smooth resolutions.

You'll work with chatbot-driven journeys, dashboards, and internal stakeholders, delivering high-quality service, driving KPIs, and contributing to continuous improvement in a fast-growing, international fintech