Customer Service Specialist - AlephPay

Aleph; Madrid (IA); On-site; USD 27,000 - 34,000; Full time

Job summary

Aleph in Madrid is seeking a Customer Service Officer - L1 to join a global fintech support team. You will be the first point of contact for customers using our card issuing and embedded finance solutions, handling onboarding and day-to-day queries with a solutions-focused mindset.

Reporting to the Customer Service & Customer Success Team Lead, you’ll manage chatbot-to-human hand-offs, escalate complex cases, and ensure a complete, end-to-end service experience for users across multiple

Qualifications

• Provide frontline human support to customers using our global card issuing and embedded finance solution.
• Handle onboarding and day-to-day product inquiries with a customer-first mindset.
• Manage chatbot-to-human hand-offs and escalate complex cases to internal or external partners.

Responsibilities

• Offer frontline customer support and ensure end-to-end issue resolution.
• Escalate cases to specialist teams or external partners as needed.
• Report to the Customer Service & Customer Success Team Lead.

Job description

Are you ready to join our digital revolution journey?

At Aleph, we’re not just part of the digital advertising landscape—we’re shaping its future. Representing the world’s leading platforms, including TikTok, Amazon, Google, and nearly 55 others, we operate in 130+ markets across new and existing geographies.

Our mission is to empower advertisers and brands to unlock the full potential of these platforms' advertising capabilities. By fostering long-lasting partnerships, we create limitless opportunities for people and businesses to advertise effectively at both local and global levels.

With a presence spanning continents, Aleph offers you the chance to be part of a fast-growing, innovative team where your work makes a direct impact. If you’re ambitious, forward-thinking, and eager to thrive in a dynamic, global environment, Aleph is the perfect place to build your career.

We are looking for a Customer Service Officer - L1 to support our Team in Madrid!

You'll provide frontline human support for customers using a global card issuing and embedded finance solution, covering onboarding, day-to-day product support, chatbot-to-human hand-offs and ownership of cases requiring escalation to specialist internal teams or external financial partners. When the chatbot hits its limit, you're the one customers actually talk to and every case you take on, you see through to the end. Reporting to the Customer Service & Customer Success Team Lead.