Customer Support – English-Speaking Markets, Afternoon Shift

This is a fully remote position, open to applicants in Spain.

📋 Description

• Act as the primary point of contact for bsport clients during the afternoon shift.

• Manage Fin AI-agent handoffs and initiate new conversations via chat and email.

• Focus on North American clients starting from 15:00.

• Address typical inquiries related to passes, subscriptions, bookings, members, invoices, branded app usage, and payment statuses.

• Escalate cases that require decisions or further investigation to Level 2, providing comprehensive context.

• Notify clients about expected response times after Level 2 and Account Management are offline.

• Document clear handovers for the following morning.

• Ensure the queue is organized at 22:00, annotate any open cases, and highlight urgent North American cases for the 06:00 handover.

• Identify recurring questions and any gaps in help-center content.

• Achieve targets for response time, productivity, customer satisfaction (CSAT), and case closure quality.

• Complete product training and shadow day-shift colleagues during the first month, followed by transitioning to independent afternoon-shift support.

⛳️ Requirements

• Over 1 year of experience in customer support, preferably in the software industry.

• Native or fluent in English.

• Proficiency in written French or Spanish is an advantage.

• Available for a fixed shift from 13:00 to 22:00, Monday to Friday, on a long-term basis.

• Excellent written communication skills with a warm tone.

• Ability to remain patient with clients under pressure.

• Willingness to learn the product thoroughly and work evenings with a small team.

• Background in fitness or wellness is a plus.

• Experience with Intercom is an advantage.

• Familiarity with US or Canadian clients is beneficial.

• Knowledge of a third language is a plus.

🏝️ Benefits

• Your own Claude account along with a monthly budget for AI tools.

• Comprehensive Alan health insurance fully covered by bsport.

• DKV dental coverage.

• Support for mental health.

• Paid sick leave.

• Access to Wellhub, offering thousands of gyms, studios, and wellness apps.

• Alan Flex: pay for meals, transport, and childcare from your gross salary, tax-free.

• An additional 15 days of leave per year.

• Summer Fridays in August.

• Work within an international team across Europe, the US, and APAC.

• An inclusive workplace with accommodations available during the application or interview process.