Customer Service Specialist - AlephPay
We are looking for a Customer Service Officer (L1) to support our Team in Madrid!
You'll provide frontline human support for customers using a global card issuing and embedded finance solution, covering onboarding, day-to-day product support, chatbot-to-human hand-offs and ownership of cases requiring escalation to specialist internal teams or external financial partners. When the chatbot hits its limit, you're the one customers actually talk to and every case you take on, you see through to the end. Reporting to the Customer Service & Customer Success Team Lead.
What is AlephPay?
AlephPay is the business card built for digital advertising and designed to become your primary card for all business spend. It combines flexible credit, reliable payments, spend control, and rewards in one solution, covering everything from media spend to everyday expenses, so your campaigns keep running without interruption.
You can create dedicated virtual cards for clients, campaigns, teams, or other business needs while keeping full visibility and control over company spending. AlephPay also simplifies expense management and reconciliation, making it easier for finance teams to manage all business spend in one place.
And because it's built around advertising, AlephPay rewards the way you already spend: eligible ad spend earns media rewards you can reinvest into your campaigns, while everyday business purchases unlock additional benefits that help your business grow.
What You’ll Do
Customer Support & Onboarding
- Be the first point of contact for customers, helping them get started and use the product with confidence
- Walk new customers through setup, so they understand how the product works and how to use it day to day
- Answer questions about cards, transactions, currency exchange (FX), payments and how the product works
- Take over from the chatbot when customers need a real person, replying to chats and messages from the client dashboard
- Solve most customer questions yourself (first-line support) and recognise when a case needs a specialist
- Escalate complex cases (second- and third-line support) to our banking, card-issuing and payment-processing partners and to colleagues in other teams
- Follow each case until it is resolved, chase for updates and keep the customer informed along the way
- Keep clear, accurate case records and flag problems that keep coming up, so we can fix them at the source
- Collect customer feedback and use it to improve our FAQs, chatbot answers, onboarding guides and support processes
- Help us hit our service targets: fast replies, quick resolutions and happy customers
Case Management & Escalations
Continuous Improvement
What You Need For This Role
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Customer Service, Operations or customer-facing experience, ideally in payments, fintech, banking or e-commerce
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Knowledge of card issuing, FX, payments, card acquiring and/or e-commerce is highly desirable
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Strong communication, problem-solving and case-management skills
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Comfort with digital support tools, dashboards and chatbot-assisted customer journeys
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Fluent English; Baltic language, Slovak, German or Slovenian is a strong plus
What Will Make Us Really Love You
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You bring a track record of success in a similar role, with hands-on experience.
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You’re not afraid to challenge the status quo and bring fresh, out-of-the-box ideas to the table.
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You anticipate challenges before they arise and take initiative to find effective solutions.
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You have an eye for detail.
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You thrive on teamwork but also bring a driven, goal-oriented spirit.
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You’re genuinely enthusiastic about advertising, ad-tech, and staying ahead of industry trends.
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You have the ability to engage and communicate with internal and external stakeholders in a positive and approachable way.
What You’ll Love About Us
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We care about your individuality by giving you freedom to grow and create within the company, regardless of your position
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Learn from the best: Our state of the art workshops guarantee the latest insights into digital advertising
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Be part of a company with a truly global footprint, working with leading brands, platforms, and publishers across 90+ markets.
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We foster a dynamic environment where creativity, collaboration, and bold ideas are encouraged and celebrated.
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Join a diverse, multicultural team that values and embraces different perspectives, experiences, and talents.
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At Aleph, your work directly contributes to connecting brands and consumers in meaningful ways, shaping the future of digital advertising.
Skills
As published by lever · 14 questions
Basics
Resume/CV, Full name, Email, Phone, Current location, Current company, LinkedIn URL, Twitter URL, Portfolio URL, Other website
Short answers (4)
- What is your expected GROSS salary?
- What is the notice period you are required to serve with your current employer?
- If you marked 'Other', please specify what influenced you to apply: optional
- If you marked 'Other', please specify where did you find this opportunity: optional
Pick from a list (10)
- Indicate the currency of your salary expectations. optional
- Are your salary expectations on Annual or Monthly basis? optional
- Do you have any relatives (e.g., spouse/partner, parent, sibling, child or someone living in your same household) who are currently employed by Aleph or in any of Aleph Media Partners? optional
- Do you currently hold an ownership stake, equity, or an active business role in any entity that operates in our industry or provides goods/services to our organization? optional
- Do you currently engage in—or plan to continue—any outside consulting, advisory roles, or secondary employment? optional
- I have read the terms of Aleph's candidate privacy policy. https://alephdigital.com/candidate-privacy-policy optional
- What is your level of proficiency in English? optional
- What influenced your decision to apply today? (Select all that apply) optional
- Where did you find this opportunity? optional
- What is your level of proficiency in German? optional