Global Customer Support Specialist — Madrid

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

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