As a Support Specialist, you will be the frontline of the customer experience: solving issues fast, keeping communication clear, and ensuring restaurants can operate without friction You'll work closely with Product, Engineering, and Customer Success teams to troubleshoot, escape, and improve how we support customers at scale Customer Support & Troubleshooting: Handle inbound support requests (chat/email) and diagnose issues across product, integrations and user workflows Fast, Clear Communication: Provide structured, friendly responses, set expectations, and keep customers informed until resolution Bug Reporting & Escalation: Identify product bugs vs. user error, write high-quality tickets with steps to reproduce, and escalated to the right team Prioritization & Ownership: Manage multiple cases in parallel, prioritizing by impact (service down, payments, core operations) and urgency Knowledge Base & Enablement: Maintain internal playbooks and help improve FAQs/macros so we reduce repeat questions over time Quality & Continuous Improvement:



Track patterns in issues and propose improvements to workflows, tooling, and product UX Fast-paced, customer-obsessed, high-ownership culture Benefits

Adaptable working hours 1-3 years of experience in customer support, helpdesk, or customer-facing operations (SaaS preferred)Strong troubleshooting mindset: you can break problems down and test hypotheses methodicallyExcellent written communication in Spanish; English is a strong plusComfort working with tools like CRMs/ticketing systems and modern SaaS stacks (Intercom/Zendesk/Crisp, etc.)High ownership, calm under pressure, and customer-obsessed attitudePrevious experience working at a fast-paced startupExperience supporting customers in the HORECA sectorPrevious experience working in a SaaS productExperience working with integrations (POS, payments, third-party tools) and basic technical debugging

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📌 Support Specialist CX (Native Spanish Speaker) (Barcelona)
🏢 haddock
📍 Barcelona