Customer Support Associate
2 days ago
Madrid
What is Embat? Embat is one of the fastest-growing FinTech scale-ups in Europe. Founded in 2021, we are on a mission to redefine how mid-market and enterprise companies interact with their money. We don’t just offer visibility; we provide the financial operating system for the modern era. The Evolution: From SaaS to Infrastructure we’ve moved beyond being a platform to becoming a powerhouse of financial services. We are currently building EmbatOne, our own banking infrastructure designed to bridge the gap between traditional banking and seamless digital operations. But we aren't just moving money, we are making it smarter. With Tellme, our proprietary AI financial assistant, we are empowering CFOs and treasury teams to query complex data and get real-time insights through natural language, turning manual reporting into an archaic memory. Scale & Impact: • The Team: We are now a team of 150+ exceptional individuals working from our hubs in Spain, UK and DACH, united by a culture of high performance and radical ownership., • The Volume: Our transaction engines handle massive, high-volume payment flows for multinationals, ensuring security and resilience in every cent moved., • The Backing: In May 2026, Embat secured a €30M Series B led by Cathay Innovation, with continued backing from Creandum, Samaipata, 4Founders Capital, and VentureFriends. This milestone is accelerating our international expansion and strengthening our ambition to become the AI-native treasury platform powering the next generation of global finance teams. We are looking for an Customer Support Associate to join our Operations team. 💥What will you do? • Lead and follow-up all the customer’s doubts and issues., • Understand the customer’s needs as a feedback for the improvement of the platform., • Development of the proper knowledge base for customers., • Proactive problem resolution, developing and consolidating strong relationships with customers and internal stakeholders., • Work closely with the following teams: product, marketing, sales and implementation., • Process optimization and improvement., • Own, coordinate and solve technical issues generated by the use of Embat, acting as the primary escalation point for customers as well as internal stakeholders., • Collaborate with other internal teams as necessary until an issue is resolved and communicated back to the relevant stakeholders. 💥What are we looking for? • Experience in ticketing management and having a customer service profile., • We are looking for a hybrid profile willing to work with different teams and have a global impact. You need to be able to understand the big picture., • Knowledge of CRM software (Zendesk), • Hands on attitude - Capacity to execute and willingness to do what it takes to get things over the line., • Be interesting in fintech, • Strong organization skills and capabilities with managing multiple projects simultaneously and successfully, • Team-player: “We” is always before “I”, • Spanish and English speaker - proficiency level Additionally, any of the below would definitely be great: • We need passion and energy. You love what to do and are very motivated to fulfill the ambitious tasks you will be responsible for., • International experience and additional languages are key to embrace our inclusive culture., • Creativity - you are proactive and suggest new ideas to test or to improve what we are already doing 💥 What comes with working at Embat? We provide the platform for you to reach your highest professional and personal goals. At Embat, you’ll work in an agile, high-performance environment where we ditch bureaucracy in favor of ownership and impact. We give you the space to lead, build, and create real value for our users from day one. • Expert Mentorship: Work hand-in-hand with our founders, who bring over a decade of experience in Investment Banking at J.P. Morgan., • Ongoing Education: Access to finance and product education, including an initial certification during onboarding and sponsored materials/sessions., • Performance Reviews: Structured feedback twice a year to ensure you are consistently evolving., • Latest Tech: Choose the hardware and tools you need to do your best, most impactful work., • Hybrid & Flexible: A modern hybrid setup (40% remote) with flexible schedules to balance your life and work., • Generous Vacation: 23 paid working days per year, plus your birthday, plus public holidays., • Tenure Rewards: We value loyalty. Get 1 additional vacation day for every year at Embat (up to 3 extra days)., • Competitive Compensation: A salary that reflects your project’s impact and your level of responsibility., • Private Health Insurance: Access to top-tier coverage (Sanitas) via our "Retribución Flexible" scheme., • Flexible Remuneration: Optimize your salary with Restaurant, Transport, and Kindergarten cards, plus salary-on-demand via Payflow., • Language Skills: English classes to help you thrive in our international environment., • Team & Culture: Monthly team-building plans, annual Embacation offsite event and Friday Lunch—fully covered by Embat.