Uplift is a dynamic agency specializing in global talent search, covering EMEA, LATAM, USA, and APAC. With successful placements in 58 countries, we combine speed and cutting-edge technology to source top executive and mid-senior talent across various functions. Our innovative approach integrates global networks, AI, and advanced recruitment tools. Beyond recruitment, we engage with our audience through our podcast, newsletter, and webinars, ensuring we stay at the forefront of talent acquisition and integral HR trends.
About Our Client
Our client is a globally active digital and technology-led organization working closely with major online platforms to support advertisers and agencies across diverse markets.
Location:
Madrid, Spain
Reporting to:
Customer Service & Customer Success Team Lead
We're looking for a
Customer Service Specialist – L1
to provide frontline support for customers using a global
card issuing and embedded finance solution
.
You'll support customers from onboarding through day-to-day product usage, resolve enquiries and ensure more complex cases are effectively escalated and followed through to resolution.
What You'll Do
Provide
L1 customer support
during onboarding and ongoing product usage
Support enquiries related to
card usage, transactions,



FX and payments
Guide customers through product functionality and day-to-day use
Handle customer conversations escalated from
chatbot and digital support channels
Resolve L1 enquiries and coordinate
L2/L3 escalations
with internal teams and financial partners
Track cases through resolution and keep customers informed
Capture customer feedback and help improve
FAQs, onboarding materials and support processes
Support key service metrics including
response time, resolution time and customer satisfaction
What We're Looking For
Experience in
Customer Service, Operations or another customer-facing role
, ideally within payments, fintech, banking or e-commerce
Knowledge of
card issuing, FX, payments, acquiring and/or e-commerce
is highly desirable
Strong
communication, problem-solving and case-management skills
Comfortable using
digital support tools, dashboards and chatbot-assisted journeys
German, a
Baltic language, Slovak or Slovenian
is a strong plus
A great opportunity for someone who enjoys
hands-on customer interaction, problem-solving and working in a fast-growing fintech environment
.
#J-*-Ljbffr

📌 Customer Service Specialist – (Madrid)
🏢 Uplift People Consulting
📍 Madrid