About this role
Customer Support-English-Speaking Markets | Afternoon Shift
You are the first person a bsport client talks to, and you solve most of what they need on the spot. You close the day for bsport: when Barcelona logs off at 18:00, clients in New York are at lunch and clients in Los Angeles are starting their afternoon.
Role at a glance
Team: Care, Level 1 support
Reports to: Team Lead, Level 1 support
Works with: Level 2 escalations, Account Management (North America), Onboarding, Quality Analyst
Start: December 2026
Schedule: full time, 40 hours, Monday to Friday. Shift: 13:00 to 22:00 Barcelona time (CET / CEST), 8 hours of work and a 1-hour lunch break. The shift is fixed, not rotating. Public holidays follow the Spanish calendar. No weekend rota: the late shift is your coverage contribution
Location: Barcelona
Setup: fully remote from Spain
Why this shift exists
About 70% of our US and Canada conversations arrive between 13:00 and 22:00 Barcelona time, and the European evening peak sits in the same window. Between 18:00 and 22:00 you and your shift partner are the human side of bsport support: everything Fin (our AI agent) hands off in that window is yours.
What you own
First contact on every conversation during your shift
Pick up Fin handoffs and new conversations in chat and email, with priority on North American clients from 15:00.
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. Once the case is escalated correctly, Level 2 owns the client and the conversation until it is closed.
After 18:00 Level 2 and Account Management are offline: you tell the client when they will hear back, and you log a clear handover for the next morning.
Handover at 22:00
Leave the queue clean for the morning shift: no unanswered conversation older than your first-reply target, open cases annotated, urgent North American cases flagged for the 06:00 pickup.
Feedback
Flag recurring questions and missing help centre content, in particular what US and Canadian clients ask that the help centre does not answer.
Boundaries
Level 2 escalations owns payment cases, app cases, quality and bug cases.
Account Managers own commercial conversations (contracts, upsells).
Success measures
Fin handoffs picked up within 15 minutes; first reply within 4 staffed hours.
Queue handed over clean at 22:00 on a normal day.
About 400 conversations a month at full productivity (from month 4).
CSAT at 4.4 or above, measured separately on North American conversations.
No conversation that asked for a person closed without a reply.
First 90 days
Month 1: product training and shadowing on the day shift (09:00 to 18:00); first conversations with review.
Month 2: move to the 13:00 shift alongside the current afternoon-shift specialist; autonomous on standard requests in English.
Month 3: close to full productivity and on the quality bar; you can hold the evening alone when your shift partner is off.
Profile Must have
1+ year in customer support, ideally for software.
Native or fluent English; good written French or Spanish is a plus.
Available for a fixed 13:00 to 22:00 shift, Monday to Friday, long term.
Clear, warm writing; patient with clients under pressure.
Comfortable learning a product in depth and working the evening with a small team. Nice to have
Fitness or wellness background; Intercom; experience with US or Canadian clients; a third language.
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 15 extra days/year · Summer Fridays in August · an international team across Europe, the US and APAC.
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
Location
Barcelona, Passeig de Gràcia
Remote status Fully Remote
Employment type Full-time
Job Level IC3 - Confirmed
Contact Daria Stoll Talent Acquisition Specialist
Job Openings
Customer Support-English-Speaking Markets | Afternoon Shift
CSM
· Barcelona, Passeig de Gràcia
· Fully Remote
Customer Care - French Market CSM · Barcelona, Passeig de Gràcia · Hybrid
Customer Care - Benelux Market (Dutch speaker) CSM · Barcelona, Passeig de Gràcia · Hybrid More jobs Barcelona, Passeig de Gràcia Join us CSM · Barcelona, Passeig de Gràcia · Fully Remote Customer Support-English-Speaking Markets | Afternoon Shift Loading application form Close modal Already working at bsport? Let’s recruit together and find your next colleague.
@bsport.io
Log in