Support Specialist CX [Barcelona - Native Spanish Speaker]

Haddock; Barcelona; Vor Ort; EUR 30.000 - 42.000; Vollzeit

Benefits dieser Stelle

Competitive salary

Flexible working hours + remote days

Coffee and weekly fruit

Playflow for flexible payroll

Urban Sports membership

Alan private health insurance (partly)

Zusammenfassung

Haddock is hiring a Support Specialist to be the frontline of customer experience in Barcelona. You will resolve issues quickly, communicate clearly, and assist restaurants at scale by collaborating with Product, Engineering and Customer Success teams.

Ideal candidates have 1–3 years in SaaS support, strong troubleshooting skills, and excellent Spanish writing capability; English is a plus. Expect a fast-paced startup environment with flexible hours and on-site work several days a week.

Qualifikationen

• 1–3 years in customer support or helpdesk.
• Strong troubleshooting mindset with methodical testing.
• Excellent written Spanish; English a plus.
• Familiarity with SaaS support environments.

Aufgaben

• Handle inbound support requests via chat and email.
• Diagnose issues across product, integrations and workflows.
• Provide clear, structured responses and set expectations.
• Identify bugs vs. user error and escalate accordingly.
• Maintain internal playbooks and FAQs to reduce repeats.

Kenntnisse

Customer support

Troubleshooting

Spanish fluency

CRM tools

Ownership

Startup experience

Tools

Intercom

Zendesk

Crisp

Jobbeschreibung

At haddock we’re building the first Point of Control (POC) SaaS for restaurants in Europe, the central place where restaurateurs run their entire business.

Last month we launched the world’s first AI Agent for restaurants, and it’s already reshaping how operators work day to day.

We are the market leader in Spain, and our vision is to expand across Europe and define the future of restaurant operations.

Over the last 12 months we’ve doubled ARPU, significantly reduced churn, and increased NDR and now we’re ready to operate at a different scale.

About the role

As a Support Specialist, you will be the frontline of the customer experience: solving issues fast, keeping communication clear, and ensuring restaurants can operate without friction. You’ll work closely with Product, Engineering, and Customer Success teams to troubleshoot, elevate, and improve how we support customers at scale.

Responsibilities

• Customer Support & Troubleshooting: Handle inbound support requests (chat/email) and diagnose issues across product, integrations and user workflows.
• Fast, Clear Communication: Provide structured, friendly responses, set expectations, and keep customers informed until resolution.
• Bug Reporting & Escalation: Identify product bugs vs. user error, write high-quality tickets with steps to reproduce, and elevate to the right team.
• Prioritization & Ownership: Manage multiple cases in parallel, prioritizing by impact (service down, payments, core operations) and urgency.
• Knowledge Base & Enablement: Maintain internal playbooks and help improve FAQs/macros so we reduce repeat questions over time.
• Quality & Continuous Improvement: Track patterns in issues and propose improvements to workflows, tooling, and product UX.

Skills & Experience

• 1–3 years of experience in customer support, helpdesk, or customer-facing operations (SaaS preferred).
• Strong troubleshooting mindset: you can break problems down and test hypotheses methodically.
• Excellent written communication in Spanish; English is a strong plus.
• Comfort working with tools like CRMs/ticketing systems and modern SaaS stacks (Intercom/Zendesk/Crisp, etc.).
• High ownership, calm under pressure, and customer-obsessed attitude.

You’ll stand out if you bring

• Previous experience working at a fast-paced startup
• Previous experience working in a SaaS product
• Experience supporting customers in the HORECA sector
• Experience working with integrations (POS, payments, third-party tools) and basic technical debugging

Benefits for our team

• Competitive salary (based on experience)
• Flexible working hours + remote days when needed.
• Coffee and weekly fruit.
• Playflow for flexible payroll.
• Urban Sports membership.
• Alan private health insurance (partially covered).

How we work

• 3-4 days on-site in Barcelona.
• Fast-paced, customer-obsessed, high-ownership culture.

Our Process

• Initial fit call (15–30 min)
• Interview with the Hiring Manager (45’ - 1 hour)
• Culture Fit interview with Founders (1 hour)

The full process takes 2–3 weeks, and you’ll receive feedback within 3–5 days after each step. We believe in clear, transparent and respectful communication.

Our goal is to have this position filled during Q1 2026.

Pro tip:

If in the first call you don’t know what haddock is, you’ll be instantly disqualified