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As part of Shine’s Customer Support team, you will be the trusted point of contact for our accounting and tax software customers, ensuring they receive timely, accurate, and high‑quality support.
Role Responsibilities
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- Deliver an exceptional support experience across every customer interaction.
- Partner closely with Product, Engineering, and other internal teams to improve our solutions.
- Turn customer feedback into actionable product improvements.
- Help customers adopt and maximize the value of our tax and accounting software.
- Contribute to customer satisfaction, retention, and long‑term success.
- Provide functional support and resolve customer inquiries related to our software solutions.
- Assist accounting firms, professional practices, and businesses with tax, accounting, and administrative processes.
- Guide customers on accounting entries and regulatory compliance within the platform.
- Support billing and collections workflows, ensuring customers can efficiently use the relevant features.
- Troubleshoot issues and elevate complex cases when needed.
- Identify recurring customer challenges and communicate product improvement opportunities.
- Educate users on best practices to maximize adoption and effective use of our solutions.
- Collaborate with cross‑functional teams to continuously enhance the customer experience.
Qualifications
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- Vocational Training (FP) in Administration & Finance, Business Administration (ADE), or a related field.
- Previous experience in an accounting firm, professional practice, tax consultancy, or a customer support role for business software.
- Solid understanding of accounting, taxation, and administrative regulations.
- Experience working with tax and accounting software.
- Advanced Excel skills and proficiency with Microsoft Offic
📌 Customer Support Specialist (Madrid)
🏢 shine
📍 Madrid
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