Customer Experience Agent
Customer Experience Agent

Customer Experience Agent

🐙 We are Pulpo

Pulpo is a Fintech from Barcelona is a group-buying platform focused on digital subscriptions that helps users save money on their individual subscription when buying in a group. Our goal is to help people get access to more content at the time they spend less money.

Our mission to become the world's leading Group Buying Network and make buying in group easy, legal, and accessible to everyone. We're backed by by exceptional entrepreneurs and investors and have an opportunity of a lifetime to create one of the decade's most impactful companies.

💌 The position: Customer Experience Agent

At Pulpo, we're looking for a Customer Experience Agent to join the family in Barcelona.

Your role will be to create exceptional customer service experiences and resolve doubts and problems our users might have. You will have a crucial role and a direct impact to the growth of our business as you will be the first direct contact our customers have with the company.

You will be working with an exceptional team and will report directly to one of the founders of the company.

Your mission, should you choose to accept it:

  • Resolve customers doubts or problems through tickets by clarifying the user's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
  • Prepare Customer Insight's reports by collecting and analysing customer information. You will learn a lot about how our users behave!
  • Recommend potential products or services improvements to management by collecting customer information and analysing customer needs
  • Manage large amounts of incoming requests
  • Act as the company gatekeeper
  • Follow communication procedures, guidelines and policies
  • Go the extra mile to engage customers
  • Make people smile 😁

🧠 Required Skills & Experience

We know that perfect candidates don’t exist. We’d love to learn more about you. Even if just a few of those apply to you. 🦄

  • Strong Customer Empathy - you need to be able to put yourself into other people's shoes
  • Strong Communication skills - you are great at chatting to people online.
  • Spanish & English - You will be chatting to customers in Spanish but very soon we'll start expanding internationally and you will need English too.
  • Adaptability - You should embrace change as company, strategies and technologies evolve.
  • Be data driven - you should have the ability to gather key user insights and turn them into Customer Service Reports.
  • Fantastic attention to detail
  • Proactive and Independent (initiative), disciplined and highly organised approach to work
  • Be tech savvy - we hope you aren't using internet explorer
  • Experience working in Customer Service is a plus
  • Experience working with ticketing platforms (Crisp, Zendesk, Intercom, Hubspot) is a plus

🎁 Our Offer & Benefits

  • Part-time Paid Salary
  • Easy remote work policy: We have an office in Barcelona where you can hang out with the rest of team but if you need to work from home or in another country we are flexible.
  • Free Netflix subscription or equivalent - You can choose which subscription that we have on offer at Pulpo you want.
  • Be one of the first employees. Have you ever imagined what the first employee at Airbnb, Uber or Facebook has seen and learned?
  • Make a big difference: You will act as the company's gatekeeper and your performance will have direct input into our business growth

📅 Hour Requirements:

Our Customer Service Team works around the clock to make sure our customers are happy. You would be covering the afternoon and weekend shift and would need to be available to work during these hours:

  • Monday, Tuesday & Friday: 4pm to 10-11pm CET time
  • Saturday & Sunday: 4pm to 10-11pm CET time

🔮 Why you might *not* be excited about us:

  • We're small (8 people), so if you like more established companies, this role isn’t for you. You'll help create our company's culture.
  • We're an early stage startup. Projects and priorities are likely to shift.
  • You should be comfortable with just a dash of chaos.
  • Pulpo is pro-startup, pro-tech organisation. If that’s not your thing, this isn’t the place for you.

If you got this far down the list, you must be interested. While you may not possess all of the experience and skills we are looking for, passion for the role and strong work ethic go a long way. And…you have a thirst for learning, have a good sense of humor, and like working with a team who shares those attributes.

👋 How to apply

In order to apply please fill out the following form and we'll get back to you if there is a fit!

If you want to stand out, feel free to let us know that you submitted the form with anything that you think might be interesting for us at carlos@pulpo.club

We are lucky to hear from you! 🥳