About US

At custo.tech we help ecommerce brands turn customer experience into a scalable growth engine, using automation, AI and expert human teams. We focus on increasing conversion and retention while automating up to half of support operations inside Gorgias. We partner closely with Shopify and growth agencies to manage the CX and post-purchase layer in Gorgias, without overlapping with development, paid media or conversion rate optimization.

As an Elite Gorgias Partner and Best European Partner 2024, we are recognized for our leadership in customer experience. We specialize in automation, conversion and retention strategies, all delivered inside the Gorgias environment. You can expect to work with modern CX technologies in a high-performing, growth-oriented ecosystem.

What will you do?

You will own a portfolio of ecommerce clients, onboarding them into custo.tech's CX solutions, configuring and optimizing Gorgias workflows, and ensuring successful adoption of automation and AI capabilities. Your responsibilities will include:

- Portfolio ownership: Running a book of ecommerce accounts end to end, from onboarding through renewal.
- Configuration and optimization: Building and refining Gorgias workflows, macros, rules, tags and integrations so the system does the work.
- Automation and AI adoption: Monitoring and training the AI Agent on coverage, accuracy and handover, and optimizing the Shopping Assistant for conversion.
- Performance analysis: Monitoring account performance, analyzing CX metrics, identifying opportunities to improve customer satisfaction, conversion and retention, and translating insights into actionable recommendations.
- Client relationships: Leading regular check-ins and strategy reviews, and building relationships that hold beyond a single contact.
- Internal coordination: Working with CX, product and technical teams, and managing issue resolution and escalation.
- Scaling the practice: Contributing to best practices, documentation and playbooks that improve customer experience delivery at scale.

About you

Experience:





- Customer-facing: Strong customer-facing skills, including Customer Service and Customer Satisfaction, with a track record of driving positive client outcomes.
- Retention: Experience in Customer Retention and Relationship Building, preferably with ecommerce or SaaS accounts.
- Analytical: Solid Analytical Skills, with the ability to interpret CX metrics, identify trends, and present data-driven recommendations.
- Tools: Comfort working with CX platforms and helpdesk tools (experience with Gorgias, Shopify, or similar systems is highly valued).
- Languages: Excellent written and verbal communication skills in Spanish and English; Catalan and additional European languages are an advantage.
- Hybrid ready: Ability to work effectively in a hybrid environment in Barcelona, managing time and priorities across in-office and remote work.
- Mindset: Proactive, solution-oriented mindset with ownership of client outcomes and familiarity with ecommerce growth levers.

What can you expect

- Real ownership of a portfolio from day one, with direct access to leadership.
- A place to grow by encouraging and supporting curiosity and an open mindset.
- A growth path toward Senior CSM and CX Architect.
- Work at the front of the Gorgias and Shopify ecosystem, as an Elite Gorgias Partner and Best European Partner 2024.
- Permanent contract.
- Hybrid work
- Office in the center of Barcelona.
- 23 working days of holiday plus Barcelona public holidays.
- Coffee from a bean machine, snacks and a kitchen that gets used.
- Afterworks and company events.
- A culture that documents, so you are never guessing how something works.

If you feel like this offer is tailored for you... we would love to meet you!

Diveristy, Equity and Inclusion

At custo.tech we are committed to creating a diverse and inclusive environment where people from all backgrounds can thrive. Different opinions and viewpoints are key to our success.

At custo.tech we will consider all applications for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age, or any other condition.

📌 Customer Success Manager (Barcelona)
🏢 Custo.Tech
📍 Barcelona