Customer Support Technician

Description

**Job Opening: Customer Support** **Location:** Madrid (optional hybrid) **Working Hours:** Full-time **Start Date:** Immediate **At Smileat, organic, real, and sustainable food is not just a promise—it’s our way of changing the world, starting with the youngest members of our families.** **Your Mission:** You will be responsible for managing our customers’ experience across all touchpoints of Smileat’s e-commerce: email inquiries and Help Center queries, phone calls, order tracking, and incident management with our logistics partners. You are Smileat’s voice to our families and the bridge between customers and internal teams or suppliers, ensuring every inquiry is resolved promptly, personally, and thoughtfully. **What We’re Looking For:** * 2–3 years of Customer Support experience, ideally in e-commerce, retail, or a startup ecosystem. * Strong organizational skills and ability to manage multiple channels and tickets simultaneously (Gorgias, phone, email). * Experience managing relationships with courier companies (SEUR, Paack, CTT, Correos Express) and coordinating resolution of shipping incidents. * A solution-oriented and methodical profile, with an execution-focused mindset and attention to detail. * Ability to anticipate issues and find solutions before they impact the customer experience. * Interest in food, health, and wellness. * Ability to collaborate effectively with multiple teams and foster a positive working environment. **Your Day-to-Day Responsibilities:** * **Management, response, and follow-up** of all inquiries received via Gorgias—both from the Help Center and email. * **Handling and resolving** customer phone calls. * **Contacting and following up** with courier companies (SEUR, Paack, CTT, and Correos Express) to manage incidents and shipments. * **Order tracking and monitoring** placed through our website using Cangopal. * **Daily and monthly claims management** with courier companies, ensuring proper resolution and follow-up. * **Administration of customer subscriptions**: modifications, updates, renewals, and cancellations. * **Tracking of incidents** related to orders, deliveries, and customer support, coordinating resolution with relevant departments or suppliers. * **Close collaboration with Operations, Logistics, and Product teams** to continuously improve the customer experience. **What We Expect From You:** Someone highly organized, capable of handling multiple inquiries and channels at once, who enjoys making every customer feel valued and cared for—and delivering an outstanding experience with Smileat. Someone comfortable connecting with customers, managing the details of each order and incident, and ensuring every interaction is resolved with the speed and warmth that define Smileat. This is a key role in building trust with our families and turning every contact into a demonstration of our commitment to them. **What We Offer:** * The opportunity to join a purpose-driven company experiencing strong growth and delivering social and environmental impact. * A young, dynamic, and friendly team. * Flexible working hours and the option to work remotely. * Access to Smileat products. * Genuine opportunities for professional and training development. **Does This Sound Right For You?** If you believe you could be the next smile behind “Hello, how can I help you?”, please send your CV + a brief motivation letter to: **rrhh@smileat.com**, or apply via this link: https://app.notion.com/p/T-cnico-de-Atenci-n-al-Cliente-3b553241745080b8913ccc36a8a02269 We’d love to meet you! Employment Type: Full-time Salary: €20,000.00–€22,000.00 per year Benefits: * Flexible working hours * Optional remote work Work Location: Hybrid remote work in 28013 Madrid, Madrid province