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CX Specialist

Cobee

Cobee

Customer Service
Madrid, Spain
Posted on Thursday, February 22, 2024
Customer Experience (Spain) · Madrid · Hybrid Remote

CX Specialist

We usually respond within three days

About Us & Our Culture

We, employees, need a much more engaging solution around our compensation, and that’s why Cobee was born. Since we created Cobee back in November 2018, our vision has been unwavering: to become the most desirable solution for employees to get compensated at work. As we fight for that vision, we truly believe that we can improve the overall well-being of employees at the same time that we make them feel more engaged with their companies.

We began with a single benefit, and today we offer a diverse range of benefits in three countries, with a team of more than 140 talented people across the globe. We have raised more than €55 Million in venture capital funding backed by world-class investors, including a recent €40 Million Series B investment. While much has changed since our humble beginnings, we stay true to what we believe and to our culture:

  • Humble Excellence: We are a team committed to excellence and delivering top-notch results. We make informed decisions and collaborate to succeed, while also approaching our endeavors with low ego and open-mindedness. We support our teammates and give them the opportunity to shine.
  • Team Innovation: We are trailblazers, disrupting the status quo and creating something new. We embrace risk and challenge ourselves to think creatively, fostering teamwork and diversity to fuel our ideas. Everyone is encouraged to contribute and have a say in decision-making.
  • Lean Ownership: Lean Ownership means owning our actions and outcomes, proactively seeking ways to improve the company for the long haul. We prioritize and simplify to move quickly and work with full autonomy to be agile.

    About The Role

    As a Customer Experience Specialist, you will play a pivotal role in enhancing the
    overall satisfaction and loyalty of our customers.You will work collaboratively with
    various departments to drive improvements across the customer journey and maintain a
    customer-centric focus in all aspects of our business operations.

    Main challenges

    • Act as the first point of contact for our customers and ensure an excellent
      customer experience across different channels.
    • You will be responsible for calling back our customers when they request to
      speak with us by phone, and receive calls from them as soon as we open that
      channel too!
    • Ensure excellent service standards for our customers and communicate with
      them in a frictionless manner.
    • Determine the cause of the problem, asking the customer for the needed
      information to reproduce it.
    • Explaining the best solution to solve the problem or temporary workaround.
    • Work closely with other teams like Product and Sales to provide assistance
      and resolve incidences raised by our clients.
    • Investigate the root cause of a problem when something is not working
      properly.
    • Maintain a positive, empathetic and professional attitude toward customers atall times.
    • Propose new ways to improve our service, product, strategies and processes.
    • Prioritize your actions towards the higher impact and level of urgency.
    • Think outside the box and be able to provide creative solutions and
      workarounds when necessary.
    • Identify customer needs and help customers use specific features.
    • Update our internal databases with information about technical issues and
      valuable discussions with customers.

      You are

      • You're calmer of storms: storms happen, but you are unique in weathering those
        storms.
      • Enthusiastic about growing in a fast-paced environment.
      • A positive force that communicates effectively.
      • A critical thinker and have a keen eye for troubleshooting.
      • Believe in doing the right thing and doing it right.
      • You are a doer, not a dreamer.
      • Show empathy at all times.
      • Challenges drive you; you rise to every new challenge because superheroes
        don't get overwhelmed with too many things to do.

        You have

        • You've got 2+ years of experience successfully being a Customer Support
          Agent or similar CS role, B2C preferred but not mandatory
        • You have experience working on the phone.
        • You are a proactive problem-solver: always there when problems arise to fight
          them.
        • You've got experience using remote support tools (Zendesk, AirCall, etc.)
        • You are a ninja of prioritization; you are an autonomous professional who
          knows how to prioritize your workload and keep yourself focused.
        • You always pay attention to detail: Villians remain in detail, right?
        • You are a team player; you effectively communicate with your peers,
          contribute to their growth and are always ready to help.
        • Nice to have, but not mandatory:
        • Experienced in B2B SaaS
        • Advanced level of Spanish and English. Other European languages
          are more than welcome.

        Why should you join Cobee?

        • Excellence - We are driven by building great and impactful solutions to change the employee benefits industry in the long run. In everything we do, we go for the excellence approach.
        • Sustainable growth - We always keep a bootstrap mindset while we keep growing! We do this in a very sustainable way and with a lot of substance: growth and profitability are not a contradiction, and we love to find the right balance.
        • Non-hierarchical innovators - We listen to everyone. No matter their position. We try to ensure that the people who implement are part of the decision-making.
        • Flexible Benefits - Paid flexible benefits (meals, transportation, nurseries) with paid health insurance and a specific budget to spend in an annual budget for training.
        Department
        Customer Experience (Spain)
        Role
        CX Specialist
        Locations
        Madrid
        Remote status
        Hybrid Remote
        Contact Cristina Copete People Business Partner Lead – People (Global)

        About us

        At Cobee, we believe that compensation is people's most important financial relationship, and our vision is to become the most desirable solution for employees to get compensated at work, making them financially healthier and more engaged with their companies. To achieve it, we are radically changing the complex world of employee benefits and flexible remuneration with our product, making it simpler, easier and automating our companies' admin tasks.

        Welcome to Cobee: One of the hottest fintech based in Madrid and Mexico City - and recently named one of the future unicorns in Spain-. From our foundation as a startup in 2019, Cobee has grown backed by world-class investors from some of the tech's fast-growing companies in Europe.

        About Cobee

        Founded in November 2018
        Co-workers +170
        Customer Experience (Spain) · Madrid · Hybrid Remote

        CX Specialist

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