Support Agent and Customer Success Specialist

Winning; Comunidad de Madrid; Híbrido; EUR 36.000 - 48.000; Jornada completa

Descripción de la vacante

Winning Consulting is seeking a Customer Success Specialist in Madrid on a hybrid basis to support a major international bank's supply chain finance platform. You will be the main contact for suppliers, handling onboarding, queries, and follow-ups while coordinating with internal teams to meet SLAs.

Responsibilities include platform navigation support, KPI monitoring, updating guides and training materials, and assisting with programme management tasks.

Formación

• 2+ years’ experience in customer service roles, ideally in financial services or B2B environments.
• Strong service orientation and experience dealing directly with external clients or suppliers.
• Nice to have experience in banking, payments, trade finance or supply chain finance.
• Good command of office tools (Excel, Outlook, PowerPoint) and web-based platforms; ticketing experience is a plus.
• Very good English - Spanish

Responsabilidades

• Act as the main point of contact for Spanish and English speaking suppliers using the financing platform (onboarding, queries, follow-up).
• Provide day-to-day support on the use of the platform: navigation, functionalities, incidents and FAQs.
• Coordinate with internal technical and operations teams to resolve issues within agreed SLAs.
• Support commercial teams in the roll-out of new programmes and in the management of existing portfolios.
• Monitor activity and basic KPIs related to supplier usage and satisfaction.
• Maintain and update user guides, FAQs and training materials for suppliers.
• Assist with data checks, documentation and administrative tasks linked to programme management.
• Proactively identify recurring issues and suggest improvements to processes and customer journeys.

Conocimientos

Customer service

B2B experience

English proficiency

Spanish language

Herramientas

Excel

Outlook

PowerPoint

Descripción del empleo

At Winning Consulting, we are looking for a Customer Success Specialist to join our teams at a major international bank. You will be part of the technical support team for a global supply chain finance platform, ensuring an excellent experience for suppliers and working closely with commercial and operations teams. Madrid Hybrid.

Responsibilities

• Act as the main point of contact for Spanish and english speaking suppliers using the financing platform (onboarding, queries, follow-up).
• Provide day-to-day support on the use of the platform: navigation, functionalities, incidents and FAQs.
• Coordinate with internal technical and operations teams to resolve issues within agreed SLAs.
• Support commercial teams in the roll-out of new programmes and in the management of existing portfolios.
• Monitor activity and basic KPIs related to supplier usage and satisfaction.
• Maintain and update user guides, FAQs and training materials for suppliers.
• Assist with data checks, documentation and administrative tasks linked to programme management.
• Proactively identify recurring issues and suggest improvements to processes and customer journeys.

Required Skills

• 2+ years’ experience in customer service roles, ideally in financial services or B2B environments.
• Strong service orientation and experience dealing directly with external clients or suppliers.
• Nice to have experience in banking, payments, trade finance or supply chain finance.
• Good command of office tools (Excel, Outlook, PowerPoint) and web-based platforms; ticketing experience is a plus.
• Very good English - Spanish

? About Winning Consulting

Winning Consulting supports clients with consulting, training, staffing and research, applying scientific thinking and proven methods to deliver measurable value in their digital and organizationall transformations.