Customer Experience Associate

Embat is one of the fastest-growing Fin Tech scale-ups in Europe. Founded in 2021, we are on a mission to redefine how mid-market and enterprise companies interact with their money. We don't just offer visibility; we provide the financial operating system for the modern era.

From SaaS to Infrastructure — we've moved beyond being a platform to becoming a powerhouse of financial services. We are building Embat One, our own banking infrastructure designed to bridge the gap between traditional banking and seamless digital operations. And with Tell Me, our proprietary AI financial assistant, we are empowering CFOs and treasury teams to query complex data and get real-time insights through natural language, turning manual reporting into an archaic memory.

150+ exceptional individuals working from our hubs in Spain, UK and DACH, united by a culture of high performance and radical ownership.

Our transaction engines handle massive, high-volume payment flows for multinationals, ensuring security and resilience in every cent moved.

Backed by tier-1 investors including Creandum, Samaipata, 4

Founders Capital and Venture Friends. With a €30M funding round, we're entering our next stage of growth—scaling internationally, expanding our product portfolio, and building the team that will shape the future of treasury management.

We're looking for a Customer Experience Associate who becomes the voice of the customer inside Embat, and at the same time, their first point of trust when something doesn't go as expected. In this role, you'll be the one translating doubts and technical roadblocks into concrete solutions, and turning every issue into a useful signal for the product to improve.

This isn't just about "closing tickets". You'll move across product, marketing, sales, and implementation, connecting pieces that don't seem related at first glance—what a customer reports today can be the improvement we ship tomorrow.

You'll be the one who holds the relationship together when things get complicated, who builds the knowledge that keeps the same problem from happening twice, and who doesn't consider a case closed until the customer trusts us again.

Lead and follow-up all the customer’s doubts and issues.

Understand the customer’s needs as a feedback for the improvement of the platform.

Development of the proper knowledge base for customers.

Proactive problem resolution, developing and consolidating strong relationships with customers and internal stakeholders.

Work closely with the following teams: product, marketing, sales and implementation.

Process optimization and improvement.

Own, coordinate and solve technical issues generated by the use of Embat, acting as the primary escalation point for customers as well as internal stakeholders.

Collaborate with other internal teams as necessary until an issue is resolved and communicated back to the relevant stakeholders.

Experience in ticketing management and having a customer service profile.

We are looking for a hybrid profile willing to work with different teams and have a global impact. You need to be able to understand the big picture.

Knowledge of CRM software (Zendesk)

Hands on attitude - Capacity to execute and willingness to do what it takes to get things over the line.

Be interesting in fintech

Strong organization skills and capabilities with managing multiple projects simultaneously and successfully

Team-player: “We” is always before “I”

Spanish and English speaker - proficiency level

We need passion and energy. You love what to do and are very motivated to fulfill the ambitious tasks you will be responsible for.

International experience and additional languages are key to embrace our inclusive culture.

Creativity - you are proactive and suggest new ideas to test or to improve what we are already doing

We provide the platform for you to reach your highest professional and personal goals. At Embat, you'll work in an agile, high-performance environment where we ditch bureaucracy in favor of ownership and…