About this role
bsport
You’ll be the first point of contact for customers, helping them solve problems and get the most out of our product. You’ll combine empathy, curiosity, and problem-solving to deliver an outstanding customer experience, while working closely with other teams to tackle more complex issues and make things better for everyone.
What you will own
First contact on every conversation
Pick up Fin handoffs and new conversations in chat and email.
Solve standard requests: passes, subscriptions, bookings, members, invoices to members, branded app how-to, payment status.
Clean escalations
When a case needs a decision or an investigation, you escalate it to Level 2 with everything they need.
You stay the client's contact and keep them informed until it is closed.
Feedback
Flag recurring questions and missing help centre content.
Schedule:
Full-time, 40 hours per week, following a rotating schedule:
Two weeks per month: Monday to Friday 9:00 am - 6:00 pm
Two weeks per month (weekend rota):
Wednesday to Friday: 9:00 am – 6:45 pm
Saturday: 9:00 am – 2:00 pm
Sunday: 9:00 am – 6:45 pm
Monday and Tuesday: Days off.
You would be great fit if you have
Customer support experience: 1+ year in customer support, ideally in software.
Language skills: Spanish native and English fluent.
Excellent communication: You write clearly and warmly, show empathy, and remain patient when helping customers under pressure.
Product curiosity: You enjoy learning products in depth and can turn that knowledge into practical solutions for customers.
Nice to have: Fitness or wellness background, intercom experience or a third language (as Catalan)
What We Offer
🤖 AI-powered, from day one Your own Claude account and a monthly AI tools budget.
🩺 Your health comes first Alan health insurance fully covered by bsport · DKV dental · mental health support · paid sick leave.
🧘 Move like the people we serve Wellhub access to thousands of gyms, studios and wellness apps.
💳 Get more from your pay Alan Flex: pay meals, transport and nursery from your gross salary, tax-free.
☀️ A great place to work, live and connect Office on Passeig de Gràcia · 1 remote day/week + 15 extra days/year · Summer Fridays in August · an international team across Europe, the US and APAC.
The hiring process
Introduction call with Charlotte, talent acquisition
First interview with Rachel, your future team leader
Second interview with Taninna, Head of CSM
We believe diversity makes us stronger and are committed to creating an inclusive workplace where everyone can do their best work.
If you require accommodations during the application or interview process, please inform us.
Departments
CSM
Role
Customer Care
Location
Barcelona, Passeig de Gràcia
Remote status
Hybrid
Employment type
Full-time
Job Level
IC3 - Confirmed
CSM
·
Barcelona, Passeig de Gràcia
· Hybrid
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