Customer Care Specialist

TL;DR

Customer Care Specialist: Providing high-quality support to players and sports clubs using the platform with an accent on resolving technical inquiries and improving user experience. Focus on collaborating with product and success teams to identify bugs, optimize workflows, and ensure seamless service delivery.

Location: Must be based in Spain (Hybrid in Madrid).

Company

The world’s largest racket sports app, dedicated to socializing sports practice through court booking and community building.

What you will do

• Respond to customer inquiries via live chat and email for both players and sports clubs.
• Collaborate with the product team to identify, report, and resolve technical bugs.
• Work cross-functionally with country managers, Customer Success, and marketing teams.
• Maintain compliance with company policies regarding privacy, security, and regulatory requirements.
• Proactively identify common user issues and suggest structural improvements to the customer experience.
• Stay updated on product features, industry trends, and best practices in customer service.

Requirements

• Native Spanish and fluent English proficiency required.
• Must be based in Spain.
• Proven experience in a customer service role.
• Tech-savvy with knowledge or experience working with AI in a customer-facing context.
• Proactive, customer-oriented attitude and strong team player skills.

Nice to have

• Located in Madrid.
• Experience using Zendesk.
• Background in SaaS companies.
• Proficiency in Portuguese or Italian.

Culture & Benefits

• Flexible remote work policy.
• 23 days of vacation plus birthday and wellness days.
• Training budget for professional development.
• Cobee benefits including medical insurance and flexible spending options.
• Gympass discounts for wellness and fitness activities.

Hiring process

• Introductory call with a team member.
• Skills assessment exercise.
• Second interview with a team member.
• Final meeting with the People team.