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Customer Support Specialist

Customer Support Spain (Hybrid) Full-time

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You will coordinate, professionalize and supervise the day-to-day operational support of our MiCA-regulated products, ensuring proper user care, effective handling of incidents and complaints, and compliance with client-protection standards. You will report to General Management as a function independent from the commercial areas. This is a full-time role; the expected start is once the company is authorized and prior to registration.

What you'll do

- Manage and supervise user support for our MiCA-regulated products across email, platform tickets and chat.
- Provide diligent, well-documented attention to queries, operational incidents and requests.
- Coordinate the handling of incidents related to transactions, custody, transfers and account access.
- Receive and forward complaints correctly and on time to the Compliance department.
- Maintain and improve internal support procedures, aligned with user protection and market conduct.
- Ensure clear user communication in relevant situations (technical incidents, delays, operational changes).
- Monitor service quality, defining metrics, response times and service standards (SLAs).
- Identify recurring patterns in incidents or complaints and propose operational or product improvements.
- Report periodically to management on the service, the main incidents and areas for improvement.

What we're looking for
- University degree or equivalent training.
- 4 or more years in customer support, operational support or incident management in financial, fintech or regulated digital environments.
- Knowledge of financial products or crypto-assets.
- Experience handling complaints and dealing with clients in regulated environments.
- Familiarity with operational processes, incident flows and support tools.
- Comfortable working with formal procedures and documentation.

Nice to have




- Strong orientation to the user and to service quality.
- Ability to handle incidents in a structured way and under pressure.
- Good judgement to prioritize and escalate cases.
- Clear, empathetic and professional communication.

About AhoraCrypto AhoraCrypto is a Spanish crypto platform authorized by the CNMV as a crypto-asset service provider under MiCA. We build the easiest way to buy, sell and manage crypto, with security and compliance at the core.

Our hiring process

- 1

Apply Send your CV by email with a short intro.
- 2

Intro call A 30 minute chat to get to know each other.
- 3

Team interview A deeper conversation with the team you would join.
- 4

Offer If it is a match, you will hear from us within days.

cv.pdf

Customer Support

Spain (Hybrid)

Full-time

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Or write to us at [email protected]

Interested in this role?

Apply by email with your CV and a short note. Our team reviews every application.

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Other open positions

Head of Compliance

Compliance

- Spain (Hybrid)

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📌 Customer Support Specialist (Madrid)
🏢 AhoraCrypto
📍 Madrid