Senior Customer Support Executive, Italian & French Speaking in Madrid, Madrid, Comunidad de at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Customer Support Executive, Italian & French Speaking based in Spain.

This role offers the opportunity to become a key contributor to a global customer experience team supporting businesses across multiple regions.
You will help customers solve complex challenges while ensuring smooth, efficient, and personalized interactions across digital support channels.
Working in a fast-paced, international environment, you will collaborate with cross-functional teams to improve processes and customer outcomes.
The position requires a strong customer-first mindset, excellent communication skills, and the ability to take ownership of challenging situations.
You will also support team development by coaching colleagues, onboarding new team members, and sharing best practices.
This is an ideal opportunity for an experienced support professional who wants to make a measurable impact within a growing technology-driven organization.

As a Senior Customer Support Executive, you will be responsible for delivering outstanding customer experiences while helping improve operational efficiency and team performance. You will act as a trusted point of contact for customers, ensuring issues are resolved quickly and effectively while representing customer needs internally.

• Respond to customer inquiries through live chat, WhatsApp, email, and other support channels, providing accurate and timely solutions.
• Manage customer issues related to orders, logistics, website functionality, and general platform usage.
• Handle complex customer escalations with professionalism, ownership, and a problem-solving approach.
• Act as the voice of the customer by identifying recurring challenges and collaborating with internal teams on improvements.
• Support onboarding and training of new team members, sharing knowledge and helping improve team capabilities.
• Coach colleagues and provide guidance on challenging cases and customer interactions.
• Monitor key performance indicators such as response time, resolution time, and customer satisfaction metrics.
• Collaborate with different departments to identify root causes and implement solutions that enhance the customer journey.
• Adapt quickly to product updates, process changes, and evolving business priorities in a fast-moving environment.
• Contribute to daily team operations and continuous improvement initiatives.

The ideal candidate is an experienced customer support professional with strong communication skills, excellent organization, and the ability to manage multiple customer interactions in a dynamic environment.

• 5+ years of experience in online customer support, live chat, and customer-facing communication roles.
• Native or full professional proficiency in English, Italian, and French is required.
• Strong customer-first mindset with a commitment to delivering exceptional service.
• Excellent problem-solving skills and ability to take full ownership of customer issues.
• Ability to multitask across different platforms while maintaining accuracy and attention to detail.
• Proactive and forward-thinking approach with the ability to anticipate customer needs.
• Strong communication skills and confidence acting as the customer advocate internally.
• Experience collaborating effectively with multiple teams and stakeholders.
• Ability to work independently in a remote environment while maintaining high performance.
• Experience with Zendesk or similar customer support platforms is highly desirable.
• Fluency in Spanish is considered a plus.

• Fully remote work model with flexibility across approved European locations.
• Unlimited holiday allowance.
• Opportunity to work in a fast-growing international environment.
• Collaborative culture with a low-hierarchy structure and strong team empowerment.
• Continuous learning and professional growth opportunities.
• Chance to contribute directly to the expansion of a rapidly scaling global platform.
• Exposure to international customers, markets, and cross-functional teams.
• Dynamic environment with meaningful ownership and impact.