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

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