Customer Support Specialist Saas (Spanish Market)

Finsolutia; Lisboa; Hybrid; EUR 25,000 - 42,000; Full time

Benefits offered by this job

Health Insurance

Life Insurance

Annual vaccination programme

Flexible start hours

Weekly remote work

Birthday day off

Competitive salary with incentives

Comprehensive onboarding and support

Finsolutia Academy for training

CSR initiatives

Team events

Job summary

Finsolutia is seeking a Customer Support Specialist (CSS) to be the first line of support for our Spanish market. Based in Lisbon, you will manage tickets, troubleshoot platform issues, and work with Product and IT on complex cases to deliver fast, clear, and friendly responses.

You’ll be the main contact for Spanish clients, with occasional travel to Madrid and other Spanish locations. This role suits someone with SaaS support experience, strong communication skills, and a proactive,

Qualifications

• Fluent in Spanish (native level).
• Minimum 1+ year of experience in Customer Success/Support or client-facing roles, ideally in SaaS (Fintech/Proptech) or mortgage lending.
• Experience with modern helpdesk tools and proactive support is a plus.

Responsibilities

• Handle high-volume client inquiries via Intercom or similar tools with empathy and speed.
• Troubleshoot platform issues, reproduce bugs, and escalate to Product/IT for complex tickets.
• Guide users on navigating the platform, share tips and tutorials, and provide proactive support.

Skills

Fluency in Spanish

Customer support experience

SaaS experience in Fintech/Proptech

Tools

Intercom

Azure DevOps

Atlassian Confluence

Claude Pro AI tools

Job description

At Finsolutia we keep expanding!

At Finsolutia, we’re looking for a Customer Support Specialist (CSS) to be the first line of support for our growing portfolio of mortgage brokers and credit intermediaries in the Spanish market, resolving their questions and technical issues quickly, accurately, and with care.

Based in Lisbon, you’ll be the main point of contact for support requests from our Spanish clients: managing and resolving tickets, troubleshooting platform issues, escalating complex cases to our Product and IT teams, and making sure every user gets a fast, clear, and friendly answer.

Ready to come aboard?

We are committed to nurturing talent, fostering a vibrant company culture, and improving the mortgage journey for companies, organizations and consumers across Europe.

Your Role in This Journey

• SaaS Support & Helpdesk Expertise: Proven experience handling high-volume client inquiries using Intercom, or other modern helpdesk tools with professionalism, empathy, and speed. Effective Troubleshooting & Escalation: Strong diagnostic skills to identify, reproduce, and document technical issues, coordinating seamlessly with Product and IT teams to resolve complex tickets.
• Platform Guidance: Help users understand how to navigate our platform, sharing tips and tutorials as needed, via Intercom under Customer Support Proactive Support scope.
• Customer Feedback: Identify recurring issues and share customer insights with the Product and Customer Success teams to improve the overall experience.
• Internal Collaboration: Partner with other teams in internal syncs, proactively testing platform features and flows to anticipate and prevent user issues.

What will help you succeed?

• Fluency in Spanish at a native level.
• Minimum 1+ year of experience in Customer Success, Customer Support, or another client-facing role, ideally in SaaS (Fintech, or Proptech) or any mortgage lending related business.
• Good communication and presentation skills - confident in leading meetings, webinars, and product demos.
• Organized, proactive, and able to multitask in a dynamic, fast-pace, start-up SaaS environment.
• A problem-solving mindset with a desire to help people and build processes;
• A fast learner who is comfortable with technology and software platforms.
• A friendly, empathetic, and patient attitude.
• Someone who wants to start or boost a career in the fintech ecosystem.
• Willingness to travel occasionally to Madrid and other locations in Spain to assist local teams and clients.

Bonus Points

• Fluency in English (verbal and written).
• Fluency in Portuguese (verbal and written).
• Some knowledge and hands-on experience with Intercom, Azure DevOps and Atlassian Confluence
• Some knowledge and hands-on experience with AI Tools, mainly working with Claude Pro (Code, Cowork, Skills, Conections)
• Familiarity with mortgage, consumer, or automotive credit solutions and their legal frameworks.

This is how our selection process works

1. People & Culture: You will have a first contact with our team to get to know each other and assess the fit with the position.
2. Interview: You will meet the technical team to go deeper into the project, position and technical challenges.
3. Feedback: We always provide feedback throughout the process so that you are informed about your progress.

What can we offer you at Finsolutia?

• We are the Fintech with the highest growth potential in the sector I We want you to be part of our journey to become a leading Player in the market.
• Flexibility to organize your personal and professional life | We offer a wide range of starting hours to make your personal and family life easier.
• We offer weekly remote working I We trust how you work, not only where you work, focusing on autonomy, collaboration and results.
• You will have a day off on your birthday | A day to celebrate your birthday however and with whoever you want.
• We offer a competitive salary, adapted to your profile, with access to performance-based incentives.
• Onboarding and support beyond your first day | You will receive a detailed and personalized welcome, together with support throughout your onboarding journey.
• Training and learning as a philosophy | Continuous training through our Finsolutia Academy to help you grow both professionally and personally.
• Taking care of you is also part of our work | Health Insurance, Life Insurance and an annual vaccination programme.
• Impact beyond work | You can participate in different Corporate Social Responsibility initiatives within the company.
• Events beyond the office | Opportunities to connect, share and enjoy time together as a team.
• Healthy daily breakfast | Seasonal fruit, coffee and tea available to everyone.
• Exclusive discounts | Access to promotions and exclusive benefits through our partnership

At Finsolutia, we evaluate all candidates fairly and equitably, ensuring equal opportunities for all applicants based solely on the skills, experience, and competencies required for the role. No candidate in this process will be discriminated against on the basis of race, gender, age, sexual orientation, gender identity, religion, disability, or any other personal characteristic. Our commitment is to ensure an inclusive environment and equal opportunities for all candidates.

Privacy Note

Please note that the personal data collected through this channel will be used exclusively for the professional management of the recruitment process in question. Your data will be processed and stored by Finsolutia Spain SLU in accordance with Regulation (EU) 2016/679 of April 27, 2016 (GDPR). This information will be retained for a maximum period of 4 years in the event you participate in a recruitment process. You may, at any time, object to the storage and processing of your data, withdraw your consent, and exercise your rights of access, rectification, and erasure under the applicable regulations.

To exercise these rights, you may contact us in person or by post, enclosing a copy of your ID, at:

Recruitment Department – Finsolutia Spain, SLU

Calle Cardenal Marcelo Spínola 14, 4th Floor, 28016 Madrid, Spain

Alternatively, you may send a written request along with a copy of an official identification document to: [e-mail]