Sobre este puesto de Customer Service Officer - L1 en Aleph
We are looking for a Customer Service Officer - L1 to support our Team in Madrid!
You'll provide frontline human support for customers using a global card issuing and embedded finance solution, covering onboarding, day-to-day product support, chatbot-to-human hand-offs and ownership of cases requiring escalation to specialist internal teams or external financial partners. When the chatbot hits its limit, you're the one customers actually talk to and every case you take on, you see through to the end. Reporting to the Customer Service & Customer Success Team Lead.
What You’ll Do
Customer Support & Onboarding
Provide high-quality L1 support throughout onboarding and ongoing product usage
Guide customers through onboarding, product functionality and day-to-day use
Support enquiries relating to card usage, transactions, FX, payments and general product functionality
Act as the human support layer for conversations initiated through the chatbot and client dashboard
Case & L2/L3 Escalation Management
Resolve enquiries at L1 wherever possible and identify cases requiring specialist support
Coordinate L2/L3 cases with issuing, processing and other financial partners and relevant internal stakeholders
Track cases through resolution, proactively follow up and keep customers informed
Maintain accurate records and identify recurring service issues
Continuous Improvement
Capture customer feedback and contribute to improving FAQs, chatbot content, onboarding materials and support processes
Support service KPIs including response times, resolution times and customer satisfaction
What You Need For This Role
Customer Service, Operations or customer-facing experience, ideally in payments, fintech, banking or e-commerce
Knowledge of card issuing, FX, payments, card acquiring and/or e-commerce is highly desirable
Strong communication, problem-solving and case-management skills
Comfort with digital support tools, dashboards and chatbot-assisted customer journeys
Fluent English and German; Baltic language, Slovak or Slovenian is a strong plus
What Will Make Us Really Love You
You bring a track record of success in a similar role, with hands-on experience.
You’re not afraid to challenge the status quo and bring fresh, out-of-the-box ideas to the table.
You anticipate challenges before they arise and take initiative to find effective solutions.
You have an eye for detail.
You thrive on teamwork but also bring a driven, goal-oriented spirit.
You’re genuinely enthusiastic about advertising, ad-tech, and staying ahead of industry trends.
You have the ability to engage and communicate with internal and external stakeholders in a positive and approachable way.
What You’ll Love About Us
We care about your individuality by giving you freedom to grow and create within the company, regardless of your position
Learn from the best: Our state of the art workshops guarantee the latest insights into digital advertising
Be part of a company with a truly global footprint, working with leading brands, platforms, and publishers across 90+ markets.
We foster a dynamic environment where creativity, collaboration, and bold ideas are encouraged and celebrated.
Join a diverse, multicultural team that values and embraces different perspectives, experiences, and talents.
At Aleph, your work directly contributes to connecting brands and consumers in meaningful ways, shaping the future of digital advertising.
