Support Specialist CX (Native Spanish Speaker)

Haddock; Barcelona; Vor Ort; EUR 28.000 - 42.000; Vollzeit

Benefits dieser Stelle

Flexible working hours

Zusammenfassung

Haddock, a Barcelona-based SaaS startup serving the HORECA sector, is seeking a Support Specialist to resolve customer issues quickly and clearly.

You will collaborate with Product, Engineering and Customer Success to troubleshoot, triage, and improve how we support customers at scale while maintaining high ownership and a customer-obsessed approach.

Qualifikationen

• Strong troubleshooting mindset and methodical problem solving.
• Excellent written communication in Spanish; English is a plus.
• Comfort using CRM/ticketing systems and modern SaaS stacks (Intercom/Zendesk/Crisp).
• High ownership, calm under pressure, customer-obsessed attitude.
• Experience at a fast-paced startup.
• Experience supporting customers in the HORECA sector.
• Experience with SaaS products and integrations (POS, payments, tools).

Aufgaben

• Handle inbound support requests via chat and email and diagnose issues across product, integrations, and user workflows.
• Provide clear, structured responses and set expectations until resolution.
• Escalate bugs or complex issues to the right team with steps to reproduce.
• Prioritize cases by impact and urgency, managing multiple conversations simultaneously.
• Contribute to internal playbooks and FAQs to reduce repeat questions.
• Identify patterns and propose improvements to workflows, tooling, and product UX.

Kenntnisse

Troubleshooting mindset

Written Spanish

CRM tools

SaaS stack experience

Calm under pressure

Startup experience

HORECA experience

Integrations

Technical debugging

Tools

Intercom

Zendesk

Crisp

Jobbeschreibung

• 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, escape, and improve how we support customers at scale
• 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 escalated 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
• Fast-paced, customer-obsessed, high-ownership culture

Benefits

• Flexible working hours

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 methodicallyExcellent written communication in Spanish; English is a strong plusComfort working with tools like CRMs/ticketing systems and modern SaaS stacks (Intercom/Zendesk/Crisp, etc.)High ownership, calm under pressure, and customer-obsessed attitudePrevious experience working at a fast-paced startupExperience supporting customers in the HORECA sectorPrevious experience working in a SaaS productExperience working with integrations (POS, payments, third-party tools) and basic technical debugging