Customer Support

#vacancy #вакансия #Customer #Support #Barcelona #remote
Vacancy: Customer support
Location: Barcelona
Work load: Full-time

About company:
We are a B2B payment processing company with offices in Estonia, Spain, Switzerland and Kazakhstan. Our tech works. Our support discipline doesn’t. We don’t need someone to build KPIs, templates or “support strategy”. We need someone who makes sure clients never sit unanswered.
What’s broken:
We have ~8–10 support agents, scripts, rules and tech. What we don’t have is control. Messages from key merchants can sit 30–40 minutes. Founders end up jumping into chats themselves. That’s why this role exists.
Key responsibilities:
You run support in real time.
You will:
Monitor all support channels
Know who is on duty
See when a client is being ignored.
Push, escalate, call, force — until someone takes ownership.
Make sure tech gives an answer and it reaches the client.
Track who keeps failing and replace them.
You don’t solve tickets. You make sure they get solved. You report directly to founders and you can fire people.
Requirements:
You are not a “process” person. You are an operator.
You should have:
Experience in fintech, payment processing or e-commerce
Understanding of transactions, Visa/Mastercard, conversion drops
Enough authority that people actually listen to you
Languages:
English (must)
Russian (big plus)
Location: Spain, Barcelona preferred, Europe is fine
We offer:
Competitive base + strong annual bonus for performance.
Показать контакты