Customer Service Officer - L1

Location: Madrid, Spain
Reporting to: Customer Service & Customer Success Team Lead

We're looking for a Customer Service Officer – L1 to provide frontline support for customers using a global card issuing and embedded finance solution .

You'll support customers from onboarding through day-to-day product usage, resolve enquiries and ensure more complex cases are effectively escalated and followed through to resolution.

What You'll Do

• Provide L1 customer support during onboarding and ongoing product usage
• Support enquiries related to card usage, transactions, FX and payments
• Guide customers through product functionality and day-to-day use
• Handle customer conversations escalated from chatbot and digital support channels
• Resolve L1 enquiries and coordinate L2/L3 escalations with internal teams and financial partners
• Track cases through resolution and keep customers informed
• Capture customer feedback and help improve FAQs, onboarding materials and support processes
• Support key service metrics including response time, resolution time and customer satisfaction

What We're Looking For

• Experience in Customer Service, Operations or another customer-facing role , ideally within payments, fintech, banking or e-commerce
• Knowledge of card issuing, FX, payments, acquiring and/or e-commerce is highly desirable
• Strong communication, problem-solving and case-management skills
• Comfortable using digital support tools, dashboards and chatbot-assisted journeys
• Fluent English
• German, a Baltic language, Slovak or Slovenian is a strong plus

A great opportunity for someone who enjoys hands-on customer interaction, problem-solving and working in a fast-growing fintech environment .