Customer Support Specialist - Remote Opportunity

About the Role

We are looking for a Customer Support Specialist to join our growing team at Mapit. As a Customer Support Specialist remote, you will be the first point of contact for our clients, helping them navigate our innovative IoT solutions. This is an exciting opportunity to be part of a company that is expanding into new markets, including the USA.

What You'll Do

• Become an expert in our products and services, providing top-notch support to our customers.
• Respond to and resolve customer inquiries via email and phone.
• Manage tickets and incidents using CRM systems such as Zendesk and HubSpot.
• Escalate complex cases to the internal technical team for resolution.
• Identify opportunities for improvement in support processes and propose solutions.
• Compile reports on customer feedback and satisfaction metrics (CSAT, NPS).
• Collaborate in creating and maintaining the knowledge base and FAQs.

Requirements

• 4+ years of experience in customer support within SaaS environments (B2B, B2C, or mixed).
• Experience in customer retention strategies for B2C.
• Familiarity with tech environments and startups.
• Proficient in CRM and ticketing systems (HubSpot experience is a plus).
• Ability to understand technical concepts and translate them into clear language for clients and internal teams.
• Comfortable working with support KPIs (CSAT, NPS, response times).
• Curiosity about AI and process optimization in support.
• Fluent in Spanish and English (C1 level); Portuguese is a plus.

Nice to Have

• Experience in a remote, multilingual team environment.
• Strong organizational skills and ability to manage multiple tasks effectively.
• Excellent communication skills, with the ability to adapt tone to context.

What We Offer

• Permanent contract with a competitive salary.
• Hybrid work model (3 days in the office) in our Barcelona location.
• Flexible hours with Friday afternoons off.
• Private health insurance.
• Real growth opportunities as we expand into new markets.