Customer Service Officer - L1 at Aleph in Madrid

Job description

Are you ready to join our digital revolution journey? At Aleph, we’re not just part of the digital advertising landscape—we’re shaping its future. Representing the world’s leading platforms, including TikTok, Amazon, Google, and nearly 55 others, we operate in 130+ markets across new and existing geographies. Our mission is to empower advertisers and brands to unlock the full potential of these platforms' advertising capabilities. By fostering long-lasting partnerships, we create limitless opportunities for people and businesses to advertise effectively at both local and global levels. With a presence spanning continents, Aleph offers you the chance to be part of a fast-growing, innovative team where your work makes a direct impact. If you’re ambitious, forward-thinking, and eager to thrive in a dynamic, global environment, Aleph is the perfect place to build your career. 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 is AlephPay? AlephPay is the business card built for digital advertising and designed to become your primary card for all business spend. It combines flexible credit, reliable payments, spend control, and rewards in one solution, covering everything from media spend to everyday expenses, so your campaigns keep running without interruption. You can create dedicated virtual cards for clients, campaigns, teams, or other business needs while keeping full visibility and control over company spending. AlephPay also simplifies expense management and reconciliation, making it easier for finance teams to manage all business spend in one place. And because it's built around advertising, AlephPay rewards the way you already spend: eligible ad spend earns media rewards you can reinvest into your campaigns, while everyday business purchases unlock additional benefits that help your business grow. What You’ll Do Customer Support & Onboarding • Be the first point of contact for customers, helping them get started and use the product with confidence • Walk new customers through setup, so they understand how the product works and how to use it day to day • Answer questions about cards, transactions, currency exchange (FX), payments and how the product works • Take over from the chatbot when customers need a real person, replying to chats and messages from the client dashboard Case Management & Escalations • Solve most customer questions yourself (first-line support) and recognise when a case needs a specialist • Escalate complex cases (second- and third-line support) to our banking, card-issuing and payment-processing partners and to colleagues in other teams • Follow each case until it is resolved, chase for updates and keep the customer informed along the way • Keep clear, accurate case records and flag problems that keep coming up, so we can fix them at the source Continuous Improvement • Collect customer feedback and use it to improve our FAQs, chatbot answers, onboarding guides and support processes • Help us hit our service targets: fast replies, quick resolutions and happy customers 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; Baltic language, Sl