Customer Service Specialist - AlephPay

About the Position

Customer Service Specialist - AlephPay

Madrid, Spain

Staff – Finance

Full time - permanent

Hybrid

Are you ready to join our digital revolution journey?

At Aleph, we’re not just part of the digital advertising landscape-we’re shaping its future. Representing the world’s leading platforms, including TikTok, Amazon, Google, and nearly 55 others, we operate in 130+ markets across new and existing geographies.

Our mission is to empower advertisers and brands to unlock the full potential of these platforms' advertising capabilities. By fostering long-lasting partnerships, we create limitless opportunities for people and businesses to advertise effectively at both local and global levels.

With a presence spanning continents, Aleph offers you the chance to be part of a fast-growing, innovative team where your work makes a direct impact. If you’re ambitious, forward-thinking, and eager to thrive in a dynamic, global environment, Aleph is the perfect place to build your career.

We are looking for a Customer Service Officer (L1) to support our Team in Madrid!

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Responsibilities

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

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Requirements

• 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

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Nice to Have

• 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.

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We Offer

• Competitive salary: Minimum gross annual base salary is EUR 27,200
• Variable component paid annually
• Opportunity to grow and create within the company
• State-of-the-art workshops for the latest insights into digital advertising
• Global footprint, working with leading brands, platforms, and publishers across 90+ markets
• Dynamic environment fostering creativity, collaboration, and bold ideas
• Diverse, multicultural team that values and embraces different perspectives, experiences, and talents
• Direct contribution to connecting brands and consumers in meaningful ways, shaping the future of digital advertising

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About the Company

Aleph is a place of many cultures, perspectives, and talents. We support each other, creating an environment of giving and receiving. We value partnership and communication because we believe it takes a group of people to achieve great things. We are energized by our ever-changing industry, our curiosity keeps us learning and seeking out new opportunities.

We stay flexible and adaptable, and believe in moving with the speed of change. We encourage everyone to strive for more, providing our internal talent with growth opportunities and the ability to learn together.

Aleph uses Lever, our recruitment management platform, which includes AI-powered features that may assist our hiring team in reviewing applications, analyzing CVs, and identifying relevant qualifications. These tools support - but do not replace - human judgement. All hiring decisions are made by people. For more information about how your personal data is processed, including your rights in relation to AI-assisted processing, please see our Candidate Privacy Policy or contact us at [email protected].