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Customer Service Specialist - AlephPay

Aleph Holding· Finance / Customer Service
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Hybrid (Madrid)€27.2kFull time - permanentPosted 3w ago

About the role

Customer Service Officer (L1) in Madrid to support AlephPay, a global card issuing and embedded finance solution. Provides frontline support, onboarding, case management, and escalation to specialist teams or partners. Hybrid, full-time, permanent.

Responsibilities

  • 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 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
  • Solve most customer questions yourself (first-line support) and recognise when a case needs a specialist
  • Escalate complex cases to 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
  • Keep clear, accurate case records and flag recurring problems
  • Collect customer feedback to improve FAQs, chatbot answers, onboarding guides and support processes
  • Help hit service targets: fast replies, quick resolutions and happy customers

Qualifications

  • 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

Skills

Required:Customer service and onboardingCase managementCommunication
Nice to have:Knowledge of payments/fintech

Benefits

  • Not specified in description
Last updated Oct 21, 2026. Interested? Apply on the company site.

About Aleph Holding

Aleph is making digital advertising accessible around the world

A leading global enabler of digital advertising in emerging countries

digital advertisingemerging marketstechnologypaymentssolutions
Company profileWebsite

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