Customer Service Agent

hace 2 semanas

Málaga, Málaga, España Freepik A tiempo completo

At Freepik, we empower millions of creators, professionals, and businesses around the world with high-quality content and AI-powered creative tools. To keep delivering an exceptional experience, we're looking for a
Customer Service Agent
to join our team — someone who is passionate about helping users, solving problems, and maintaining the quality and reputation of our brand.

As part of our support team, you'll be the voice of Freepik for thousands of users and contributors, ensuring fast, accurate, and empathetic assistance across every interaction.


About the Role
In this role, you'll handle incoming requests from Freepik users and contributors, ensuring that every message is answered promptly, personally, and with a strong focus on providing an excellent experience. You'll help maintain our digital reputation, solve incidents, collaborate with different departments, and contribute to improving our products and processes.

Remote, Spain

Schedule: Monday to Friday from 15:00 p.m. to 23:00 p.m.


What You'll Do

  • Respond to all user and contributor inquiries, via email and chat with speed, accuracy, empathy, and alignment with Freepik's brand voice.
  • Provide active listening to understand the needs of users across different markets and report insights that support product and service improvements.
  • Prepare reports and monitor conversion metrics, helping optimize the sales and support funnel.
  • Process subscription activations, cancellations, and refunds, ensuring compliance with Freepik's protocols.
  • Maintain ongoing communication with the internal tech and product teams to report possible bugs or technical issues and follow up on their resolution.
  • Review and update Freepik's FAQ sections, helping reduce incoming volume and improve self-service efficiency.


What We're Looking For

Required

  • Native or bilingual Spanish + English C1.
  • 1+ year of experience in customer service or similar roles.
  • Excellent written and verbal communication skills, especially under pressure.
  • Ability to manage multiple tasks, prioritize effectively, and stay organized.
  • Strong teamwork, proactivity, adaptability, and time-management skills.
  • High level of customer orientation, problem-solving capability, and optimism.


Valuable

  • Familiarity with customer service platforms like Zendesk or Salesforce.
  • Tech-savvy mindset and genuine curiosity for AI and emerging technologies.
  • Knowledge of the latest trends in tech, customer service practices, collaboration platforms, and productivity tools.


Additional Info

  • Shift-based schedule (details will be provided during the hiring process).
  • Fully remote (Spain)


What We Offer

  • Remote working
  • Competitive compensation package.
  • Private health insurance
  • 23 vacation days + December 24th and 31st off
  • Birthday day off
  • Flexible environment and work–life balance
  • Continuous learning opportunities + internal mobility
  • A diverse and inclusive culture where creativity and innovation thrive
  • Proudly a Great Place to Work — 93% of our employees think Freepik is an amazing place to work


Join the Freepik Universe
If you're passionate about helping users, solving challenges, and contributing to a global creative community, we'd love to meet you.

Apply now and help us deliver an experience that inspires millions.

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