Service Club is the general talent ecosystem built specifically for the last-mile logistics and ride-hailing industries. We don't do logistics theatre. We build the tech that matches pre-vetted users with the world's leading delivery fleets across eight countries. Through our core products: Service Club Jobs, Academy, Compliance, Dispatch and Perks, we solve high users attrition and onboarding bottlenecks at scale.

Role overview: You’ll own support across the whole Service Club platform: Jobs, Academy, Compliance, Dispatch and Perks. On one side are the users who use our products to find work, complete their training, stay compliant and get the most from their perks. On the other are the fleet clients who rely on us to hire, train and manage their users and keep their operations running. You’ll create one consistent support experience across every product, design the processes behind it, and keep it fast and reliable as we add new products and markets.

What you'll do:

- Manage multi-product support: Deliver seamless, high-quality support across all Service Club products, including AI Academy, Dispatch, AI Support, and Jobs.

- Build the support processes: Define how tickets are triaged, prioritized, escalated and closed.

- Automate and improve: Proactively find repeat questions and manual steps that can be automated or removed, using macros, help-centre content and AI tools.

- Resolve complex issues: Handle complex product issues and turn each one into a fix, a process or an automation so it doesn’t happen again..

- Define what success looks like: Track support health per product (response time, resolution time, CSAT, top contact reasons) and use it to reduce ticket volume and improve client retention.

- Make support scale: Make sure the service keeps up as ticket volume, markets and products grow,



without quality dropping.

What you bring:

- Business proficiency in English (C1)

- 2+ years in customer support or customer service

- Experience setting up or improving support processes and escalation paths.

- Hands-on experience with helpdesk tools (e.g. Zendesk, Intercom, Freshdesk, Kustomer).

- A data-driven mindset and intermediate Excel or Google Sheets skills. You analyze data and use them to make decisions.

- Hands-on operations mindset: you spot issues early and propose quick, practical solutions.

- Clear, calm and empathetic communication with drivers and B2B clients, especially when something has gone wrong.

- Tech-forward mindset: curiosity for automation and AI tools, with a hands-on approach to experimenting and improving processes.

Nice to have:

- Background in last-mile logistics, ride-hailing, marketplaces or B2B SaaS support.

- Experience building help-centre content, chatbots or support automations.

- Spanish, German or French.

What we offer:

- Long term contract and competitive salary benchmarked against industry standards.

- Hybrid work model – Work 2 days from the office, 3 days from home.

- Truly international team with a collaborative environment and an inclusive, diverse and supportive team culture.

- Extra day off – Celebrate your birthday with a paid day off!

- Prime location – Our office is in the heart of Barcelona, right by Plaza Catalunya.

- Free coffee, tea and drinks – Stay energized throughout the day.

At Service Club, talent comes first. We are committed to equal opportunity employment, regardless of race, color, religion, gender, sexual orientation, age, gender identity, or disability.

Don't check every single box on this list? Apply anyway. We would rather see your practical problem-solving and work ethic than lose you to a checklist.

📌 Customer Support Lead (Barcelona)
🏢 Service Club ®
📍 Barcelona