Global Customer Support Agent (L1) – Madrid

Lever, Inc.; Madrid; Presencial; EUR 30.000 - 37.000; Jornada completa

Descripción de la vacante

Aleph is seeking a Customer Service Officer to support onboarding, usage, and inbound inquiries for a global card issuing and embedded finance solution in Madrid. You will handle chatbot-assisted journeys and escalate to specialists as needed.

You will work with the Customer Service & Customer Success Team Lead and help improve FAQs, chatbot content, and onboarding materials while meeting KPIs for response and resolution times.

Formación

• Experience in customer service or operations, 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 customer 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.
• Support inquiries relating to card usage, transactions, FX, payments and general product functionality.
• Act as the human support layer for conversations initiated through the chatbot and client dashboard.
• Coordinate L2/L3 cases with issuing, processing and other financial partners and relevant internal stakeholders.
• Track cases through resolution, proactively follow up and keep customers informed.
• Capture customer feedback and contribute to improving FAQs, chatbot content, onboarding materials and support processes.

Conocimientos

Customer service

Communication

Problem solving

Digital support tools

English

German

Descripción del empleo

Aleph is seeking a Customer Service Officer to support onboarding, usage, and inbound inquiries for a global card issuing and embedded finance solution in Madrid. You will handle chatbot-assisted journeys and escalate to specialists as needed.

You will work with the Customer Service & Customer Success Team Lead and help improve FAQs, chatbot content, and onboarding materials while meeting KPIs for response and resolution times.