Customer Service Officer – L1

Location: Madrid Spain
Reporting to: Customer Service & Customer Success Team Lead

Were looking for a Customer Service Officer L1 to provide frontline support for customers using a global card issuing and embedded finance solution.

Youll 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.

• 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

• 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
• Fluent English
• 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.