Customer Service Specialist - AlephPay

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, Slovak, German 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