Support Specialist CX [Barcelona - Native Spanish Speaker]

At haddock we’re building the first Point of Control (POC) SaaS for restaurants in Europe, the central place where restaurateurs run their entire business.

Last month we launched the world’s first AI Agent for restaurants, and it’s already reshaping how operators work day to day.

We are the market leader in Spain, and our vision is to expand across Europe and define the future of restaurant operations.

Over the last 12 months we’ve doubled ARPU, significantly reduced churn, and increased NDR and now we’re ready to operate at a different scale.

About the role 💼

As a Support Specialist, you will be the frontline of the customer experience: solving issues fast, keeping communication clear, and ensuring restaurants can operate without friction. You’ll work closely with Product, Engineering, and Customer Success teams to troubleshoot, escalate, and improve how we support customers at scale.

Responsibilities

👉 Customer Support & Troubleshooting: Handle inbound support requests (chat/email) and diagnose issues across product, integrations and user workflows.

👉 Fast, Clear Communication: Provide structured, friendly responses, set expectations, and keep customers informed until resolution.

👉 Bug Reporting & Escalation: Identify product bugs vs. user error, write high-quality tickets with steps to reproduce, and escalate to the right team.

👉 Prioritization & Ownership: Manage multiple cases in parallel, prioritizing by impact (service down, payments, core operations) and urgency.

👉 Knowledge Base & Enablement: Maintain internal playbooks and help improve FAQs/macros so we reduce repeat questions over time.

👉 Quality & Continuous Improvement: Track patterns in issues and propose improvements to workflows, tooling, and product UX.

Skills & Experience

👉 1–3 years of experience in customer support, helpdesk, or customer-facing operations (SaaS preferred).

👉 Strong troubleshooting mindset: you can break problems down and test hypotheses methodically.

👉 Excellent written communication in Spanish; English is a strong plus.

👉 Comfort working with tools like CRMs/ticketing systems and modern SaaS stacks (Intercom/Zendesk/Crisp, etc.).

👉 High ownership, calm under pressure, and customer-obsessed attitude.

You’ll stand out if you bring ⚡️

👉 Previous experience working at a fast-paced startup

👉 Previous experience working in a SaaS product

👉 Experience supporting customers in the HORECA sector

👉 Experience working with integrations (POS, payments, third-party tools) and basic technical debugging

Benefits for our team 👪

💸 Competitive salary (based on experience)

👉 Flexible working hours + remote days when needed.

👉 Coffee and weekly fruit.

👉 Playflow for flexible payroll.

👉 Urban Sports membership.

👉 Alan private health insurance (partially covered).

How we work

👉 3-4 days on-site in Barcelona.

👉 Fast-paced, customer-obsessed, high-ownership culture.

Our Process 🫱🏻‍🫲🏼

1️⃣ Initial fit call (15–30 min)

2️⃣ Interview with the Hiring Manager (45’ - 1 hour) 🗣

3️⃣ Culture Fit interview with Founders (1 hour) 🤝

⏰ The full process takes 2–3 weeks, and you’ll receive feedback within 3–5 days after each step. We believe in clear, transparent and respectful communication.

Our goal is to have this position filled during Q1 2026.

💡 Pro tip: If in the first call you don’t know what haddock is, you’ll be instantly disqualified 😉