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Aleph

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Customer Service Officer – L1

MadridHybrid

AI Summary

Provides frontline L1 customer support for a global card issuing and embedded finance solution, handling onboarding, product inquiries, chatbot hand-offs, and case escalation to specialist teams.

About this role

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!

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 You’ll Do

Customer Support & Onboarding

  • Provide high-quality L1 support throughout onboarding and ongoing product usage

  • Guide customers through onboarding, product functionality and day-to-day use

  • Support enquiries relating to card usage, transactions, FX, payments and general product functionality

  • Act as the human support layer for conversations initiated through the chatbot and client dashboard

    • Case & L2/L3 Escalation Management

  • Resolve enquiries at L1 wherever possible and identify cases requiring specialist support

  • Coordinate L2/L3 cases with issuing, processing and other financial partners and relevant internal stakeholders

  • Track cases through resolution, proactively follow up and keep customers informed

  • Maintain accurate records and identify recurring service issues

    • Continuous Improvement

  • Capture customer feedback and contribute to improving FAQs, chatbot content, onboarding materials and support processes

  • Support service KPIs including response times, resolution times and customer satisfaction

    • 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 and German; Baltic language, Slovak 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

  • We care about your individuality by giving you freedom to grow and create within the company, regardless of your position

  • Learn from the best: Our state of the art workshops guarantee the latest insights into digital advertising

  • Be part of a company with a truly global footprint, working with leading brands, platforms, and publishers across 90+ markets.

  • We foster a dynamic environment where creativity, collaboration, and bold ideas are encouraged and celebrated.

  • Join a diverse, multicultural team that values and embraces different perspectives, experiences, and talents.

  • At Aleph, your work directly contributes to connecting brands and consumers in meaningful ways, shaping the future of digital advertising.

    • Skills

    Card AcquiringCard IssuingCase ManagementChatbotCustomer OnboardingE-commerceFXPayments

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