Customer Experience Associate

Indefinite

• Full time
• Hybrid (28010, Madrid, Madrid, Spain)Implementation & Customer Ops.

**What is Embat?**

**Embat** was born to design the best way for medium and large sized enterprises to plan their finances and monitor their cash flow in real time.

We are building a **financial management platform** that allows them to understand what has happened in the past, track what is happening today and forecast the future of their businesses.

Our mission is to build a product that leverages technology and excellent client experience to empower our clients to make the best business decisions by accessing the best financial information, 100x more efficiently than using Excel files.

Our solution translates into savings of up to 75% of the time that financial teams spend on manual tasks. This allows them to focus on what matters most: making a greater impact within their organization and achieving a better balance between personal and professional life.

Composed of a **fantastic team of people of 80+ members with different backgrounds and nationalities**and backed by reputable international investors with the ambition to make Embat global and a great place to work We are backed by top-tier international VCs.

In February 2024, we closed our **third round of investment worth 15 million euros** This has been led by the renowned international investment fund Creandum, with the invaluable support of our partners Samaipata, 4Founders Capital, VentureFriends, Hugo Arévalo and Martin Blessing.

We have offices in **Madrid** but we expect to broaden our horizons in the near future

As Customer Operations Associate, you will work closely with the Customer Success team.

**What will you do?**

• Lead and follow-up all the customer’s doubts and issues.
• Understand the customer’s needs as a feedback for the improvement of the platform.
• Development of the proper knowledge base for customers.
• Proactive problem resolution, developing and consolidating strong relationships with customers and internal stakeholders.
• Work closely with the following teams: product, marketing, sales and implementation.
• Process optimization and improvement.
• Own, coordinate and solve technical issues generated by the use of Embat, acting as the primary escalation point for customers as well as internal stakeholders.
• Collaborate with other internal teams as necessary until an issue is resolved and communicated back to the relevant stakeholders.

**What are we looking for?**

• Experience in ticketing management and having a customer service profile.
• We are looking for a hybrid profile willing to work with different teams and have a global impact. You need to be able to understand the big picture.
• Knowledge of CRM software (Zendesk)
• Hands on attitude - Capacity to execute and willingness to do what it takes to get things over the line.
• Be interesting in fintech
• Strong organization skills and capabilities with managing multiple projects simultaneously and successfully
• Team-player: “We” is always before “I”
• Spanish and English speaker - proficiency level

**Additionally, any of the below would definitely be great**

• We need passion and energy. You love what to do and are very motivated to fulfill the ambitious tasks you will be responsible for.
• International experience and additional languages are key to embrace our inclusive culture.
• Creativity - you are proactive and suggest new ideas to test or to improve what we are already doing

**What comes with working at Embat?**

• We offer a platform that allows you to reach your professional and personal goals.
• A competitive salary according to the project and responsibility.
• Hybrid working setup & flexible schedule
• Latest technology of your choice to do your impactful work with.
• Access to private health insurance with Sanitas
• Access to salary on demand, restaurante card, transport card, and kindergarden checks through Payflow
• Career progression - Twice-yearly performance reviews
• An opportunity to work hand in hand with our founders who built their careers in Investment Banking at J. P. Morgan for more than a decade.
• 360º development - through internal and external talks, sponsored conferences and many more to come.
• Team Buildings plans