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Customer Service Manager

hace 2 semanas

España Gentoo A tiempo completo

**Location**: Spain (Remote option, possibly turning into hybrid/in-office later)
**Industry**: Neobanking / Fintech
**Employment Type**: Full-time

**About GenToo**:
We are a neobanking startup working in the Spanish market, on a mission to redefine the way people build savings, manage unexpected expenses, and interact with money - all via a fully digital, transparent, and user-centric experience.

As we scale, we are looking for a strategic and hands-on **Customer Service Manager** to lead our support operations and ensure our customers receive world-class assistance every step of the way.

**Key Responsibilities**:

- **Leadership & Strategy**

○ Pre-launch, help design and execute the overall customer service strategy aligned with company goals.

○ With time (after a year or more) - build, lead, and mentor a high-performing, multilingual customer support team.

○ Define KPI’s and continuously improve customer satisfaction, first response time, resolution time, and NPS.
- **Operations**

○ Implement and optimize help desk software and CRM tools.

○ Ensure at first 9h of customer support per working day, and later 24/7 service coverage (as the business scales).
- **Customer Experience**

○ Advocate for the customer internally by identifying pain points and collaborating with Product, Compliance, and Engineering to drive improvements.

○ Create a customer feedback loop to feed into product and operational strategy.

○ Pre-launch, help build out the Customer Service Guidebook, and any other knowledge base and self-service tools to empower customers. Continue to add to it, as Gentoo scales.
- **Compliance & Risk**

○ Alongside compliance and the MLRO, ensure customer service processes align with Spanish and EU financial regulations, including PSD2 and GDPR.

○ Coordinate with the legal and compliance team to handle KCY / AML / fraud, as well as complaints and dispute resolution professionally and in line with regulations.

**Requirements**:

- 1+ years of experience in customer service (ideally fintech b2c).
- Experience in fintech, banking, high-growth startups is a very strong plus.
- Deep understanding of customer-centric digital support tools and strategies.
- Ability to manage teams across different channels and locations.
- Fluent in Spanish and English (written and spoken); other EU languages (especially Portuguese, Italian, Greek) are a plus.
- Familiarity with regulatory obligations in Spain/EU financial services is desirable.
- Strong analytical mindset with experience using tools and data to optimise / drive decisions.

**What We Offer**:

- A competitive salary, a steep learning curve, and a varied role that develops with time.
- A chance to shape the voice and experience of a high-growth neobank.Competitive holidays.
- Flexible/remote working setup.
- A diverse and mission-driven team building something meaningful and impactful.

Tipo de puesto: Jornada completa

Sueldo: 24.000,00€-28.000,00€ al año

Ubicación del trabajo: Empleo remoto