Own client-facing support operations end-to-end, managing incidents and requests from intake through resolution with clear communication and accountability.
Ensure SLA compliance by prioritising and progressing tickets effectively, escalating when needed and keeping clients informed throughout.
Monitor the health of data connections proactively, identifying issues before they escalate and triggering corrective actions in a timely manner.
Co-own the internal support backlog, maintaining prioritisation based on business impact and driving steady progress across the teams involved.
Coordinate with Tech, Finance Operations, and CSM/PM to resolve dependencies, unblock issues, and keep resolution timelines on track.
Track and report on operational metrics (SLA compliance, backlog trends, incident volumes) to support visibility and decision-making at the team level.
Contribute to improving support processes and workflows, reducing operational noise and increasing the efficiency of how incidents are handled.

Solid experience in incident management — you know how to triage, prioritise, and drive issues to resolution without losing sight of the client impact.
Strong problem-solving skills with a structured approach: you can diagnose ambiguous issues, identify root causes, and propose lasting fixes.
Clear, professional communication with both technical and non-technical stakeholders — you know how to translate complexity into actionable updates.
Experience managing and maintaining a support or operations backlog, with a track record of keeping things moving even when dependencies sit outside your direct control.
Comfort working with monitoring and alerting tools to maintain platform health and flag anomalies proactively.
Nice to have: background in fintech, wealthtech, or a data-intensive SaaS environment.
Language Proficiency: Fluent in both Spanish and English; French is a plus.

A full-time, permanent contract.
A cool office between Sants Estació and Plaça Espanya with stunning views of Barcelona.
Flexible working hours and hybrid work options.
Paid day off on your birthday.
Weekly fresh fruit, coffee, and tea on tap.
Friday happy hours after our all-hands meetings (totally optional, of course!).
Team-building events to bond and have fun.
Health insurance and flexible compensation with Alan.
A digital canteen, thanks to Kombo, subsidised at 50%.
A yearly training budget to keep growing.

Customer Support Specialist

Key skills