SaaS Customer Experience Specialist

Avantio; Paterna; Híbrido; EUR 20.000 - 22.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fresh fruit in office

Ping‑pong table

Health insurance

Gym access

Descripción de la vacante

Avantio, a Valencian SaaS company with a global footprint, is seeking a Customer Experience professional to respond to inquiries via email, chat and video calls. You will manage requests, escalate where needed, and follow up to ensure satisfaction.

With product knowledge growth, you will upgrade plans and activate modules, while supporting other markets. Hybrid work arrangement, 3 days from home and 2 from the office, plus ongoing training and team collaboration.

Formación

• Proven experience in Customer Experience, or Customer Support roles (ideally within SaaS, or Tech).
• Native or bilingual in Spanish and English.
• Proactive root-cause analysis to resolve escalated customer issues.
• Proficiency with CRM, ticketing, and CX platforms (ideally with hands-on Intercom experience).
• Proactive, positive attitude and service-oriented.
• Technology enthusiast; familiarity with our products is a plus.

Responsabilidades

• Respond to customer requests via email, chat and video call.
• Manage these requests and resolve them or escalate to the technical team for resolution.
• Follow up on incidents and ensure customer satisfaction.
• As knowledge grows: upgrade plans, post-sales, module activation.
• Support the team in other markets as needed.
• Translate online support for new launches (on demand).
• Support at customer events in the market.
• Support in market development and system adaptation.

Conocimientos

Spanish English proficiency

Root-cause analysis

CRM and CX platforms

Intercom experience

Team-oriented

Tech-savvy

Herramientas

Intercom

CRM software

Descripción del empleo

Avantio, a Valencian SaaS company with a global footprint, is seeking a Customer Experience professional to respond to inquiries via email, chat and video calls. You will manage requests, escalate where needed, and follow up to ensure satisfaction.

With product knowledge growth, you will upgrade plans and activate modules, while supporting other markets. Hybrid work arrangement, 3 days from home and 2 from the office, plus ongoing training and team collaboration.