Support Agent and Customer Success Specialist

Winning; Madrid; Presencial; EUR 28.000 - 42.000; Jornada completa

Descripción de la vacante

Winning Consulting is seeking a Customer Success Specialist to join our teams supporting a major international bank in Madrid on a hybrid basis. You will onboard and support Spanish and English speaking suppliers on the financing platform, resolve queries, monitor usage, and coordinate with technical and operations teams to meet SLAs.

The ideal candidate has 2+ years in customer service, strong service orientation, banking or trade finance exposure, and solid skills with Excel, Outlook and

Formación

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

Banking exposure

Ticketing experience

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 englishspeaking 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 andorganization transformations.