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 serv
📌 Customer Support Specialist (Madrid)
🏢 AhoraCrypto
📍 Madrid
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