Customer Success Specialist · English Market
1 day ago
Madrid
Key Requirements: Fluent English, travel industry experience, and customer-facing experience Asegúrese de leer la descripción completa a continuación y, si confía en que cumple todos los requisitos, envíe su solicitud de inmediato. Mogu is a vertical SaaS platform for travel agencies that is revolutionizing how agents manage proposals, bookings, and payments. We specialize in group and tailor-made travel, a market that continues to grow year after year. After closing a €2.2M funding round, we are ready to scale the product and grow from our current 500 agencies to more than 2,000 by 2027. Agency-organized trips are often better and not more expensive. At Mogu, we believe in their value and partner with agencies to help them reach travelers more effectively and deliver unique experiences. There are more than 540,000 travel agencies worldwide, and that number grows by 3% every year. Our goal is to reach tens of thousands of agencies and improve the travel experiences of millions of travelers. About the Role We are looking for a Customer Success Specialist with a strong service mindset and a passion for building close relationships with customers. This role is key to ensuring that our travel agency clients get the most out of Mogu from day one. We are looking for someone who can combine the best of both worlds: using tools and automation to be efficient while maintaining the human touch when it truly matters. Someone who knows when a customer needs a phone call, a personalized video, or even an in-person visit, and when a well-crafted asynchronous response is enough. You will be part of the Post-Sales team, working closely with the rest of the team to support customers throughout their entire lifecycle: onboarding, training, support, proactive account management, and renewals. We already have more than 1,100 active users who spend an average of 1 hour and 30 minutes per day on the platform. Thanks to Amplitude, we have excellent product usage metrics that allow us to make data-driven decisions and anticipate issues before they arise. We work with HubSpot and Intercom, where we have integrated an AI assistant that helped us cut ticket response times in half in 2025. We believe in a hybrid model: using technology to eliminate repetitive manual work while reserving human interaction for moments where it truly adds value. • Build trusted relationships with your assigned customers., • Know when a phone call, video call, or personalized video makes a difference, and when it is not necessary., • Visit customers in person when the situation requires it., • Improve and train Intercom's AI assistant so it can resolve more cases autonomously., • Support new customers through onboarding and activation on the platform., • Conduct proactive account management, identifying risk signals before they escalate., • Resolve functional issues quickly, clearly, and with empathy., • Gather customer feedback and share it with the Product and Engineering teams., • Contribute to improving documentation and help resources., • Leverage data (Amplitude) to understand usage patterns and prioritize actions., • 2+ years of experience in customer support, customer service, or customer success., • Previous experience in SaaS or technology companies (required)., • Excellent written and verbal communication skills., • Enjoy working with customers and know when direct interaction is needed., • Interest in technology and automation: you see AI as an ally, not a threat., • Natural empathy and the ability to connect with people from diverse backgrounds., • Proactive mindset: you don't wait to be told what to do—you anticipate needs., • Comfortable using support tools such as Intercom, Zendesk, or similar platforms., • Willingness to travel occasionally to visit customers., • Experience in the travel industry is a plus. What We Offer • Work model: Remote or hybrid (offices in Seville and Madrid)., • Vacation: 23 working days per year (including your birthday off)., • Flexible compensation through Cobee: childcare, meals, healthcare, transportation, and training., • Access to top-tier investors and mentors., • Analytical tools and resources to make data-driven decisions., • A meaningful challenge with direct impact and the freedom to make decisions. The Team Alberto Asuero (CEO, MOGU). Engineer with more than 15 years of experience. Former CTO of CARTO and former Co-CEO of Geographica, which was acquired by CARTO with 45 employees. He has directly managed more than 200 engineers across 14 countries over the last 5 years. He helped CARTO transition to a cloud-native architecture capable of handling massive datasets using Google BigQuery, AWS, Snowflake, Databricks, and more. He also served on the Steering Committee of for two years, one of the largest open-source map visualization libraries within the Linux Foundation ecosystem, with over 700,000 downloads in the last month. Sara Hernández (Co-founder, MOGU). Young, energetic, and highly driven. She has spent the last 4 years working on technology projects and consistently delivering results. At 27, she has worked in Chicago and New York, coordinated events with more than 3,000 attendees, and led teams of over 10 people. Her strengths include digital marketing from her experience in performance marketing at The Power MBA, product management (Scrum and Agile methodologies), and above all, making things happen. Héctor García (Co-founder). Technology entrepreneur and investor. He founded Geographica in 2004 and served as CEO, leading it into the Top 100 Geospatial Companies until it was acquired by CARTO in 2019. He has led and sold more than 100 technology projects to clients including 14 IBEX 35 companies, listed French companies, and businesses across the United States, Switzerland, and beyond. Our Investors At MOGU, we value partnerships with highly technical and approachable investors—people we can have meaningful conversations with, learn from, and seek advice from. These are our investment funds: 4Founders Capital A technology-focused venture capital fund that has invested in more than 65 companies since 2017, including Holded (acquired by Visma Group), Flanks, Securitize, THN, and Embat. Led by ecosystem leaders such as Jesús Monleón (SeedRocket), Marek Fodor (Atrápalo), Marc Badosa (Caixa Capital Risc), and Javier Pérez-Tenessa (eDreams). A fund focused on driving digital transformation across industries, managing more than €50 million in investments. Its portfolio includes companies such as Lingokids, Genially, and Unnax. Led by Fernando Castiñeiras and Juan Filiberto Martínez. Bynd Venture Capital Through its Fund III, Bynd Venture Capital invests in startups born in the Iberian Peninsula with a global vision. It currently has more than 35 portfolio companies, including Impress, Ukio, and Reveni. xqbhyrx In addition to these funds, we are supported by individual investors (Business Angels) known for their technical expertise and hands-on involvement: This network of investors provides not only the financial resources required for growth, but also the technical expertise and strategic guidance that help drive our mission forward. #J-18808-Ljbffr
