Hybrid Junior Customer Support Specialist chez Finsolutia

At Finsolutia, we are on a mission to redefine the mortgage brokerage experience through technology. As we grow our platform, we’re looking for a motivated Customer Support Specialist to help our clients navigate and resolve questions about our software. This role is ideal for someone who is passionate about customer service, enjoys solving problems, and wants to grow in a SaaS environment.

Your role in this journey

Your mission is to act as the frontline of customer support, collaborating with our product and customer facing teams to quickly resolve issues, gather feedback, and improve our overall service. You’ll play a key role in ensuring users have a smooth and satisfying experience with our platform.

What You’ll Be Doing

• Customer Support: Respond to client inquiries through our support system (Intercom) in a timely, professional, and empathetic manner.
• Issue Troubleshooting: Diagnose and resolve common customer problems, escalating more complex issues to product or development teams when needed.
• Platform Guidance: Help users understand how to navigate our platform, sharing tips and tutorials as needed.
• Customer Feedback Collection: Identify recurring issues and share customer insights with the Product and Customer Success teams to improve the overall experience.
• Onboarding: Assist with onboarding support for new clients by answering platform-related questions during their first few weeks
• Internal Collaboration: Participate in internal team syncs to align on common customer challenges and solutions.

What are we looking for;

• Fluency in Portuguese (PT) at a native level
• 1+ year of experience in a support, customer service, or customer facing role
• A problem-solving mindset with a desire to help people
• A fast learner who is comfortable with technology and software platforms
• A friendly, empathetic, and patient attitude
• Someone who wants to start or boost a carreer in the fintech ecosystem.

What are your bonus Points: 

• Fluency in Spanish, verbal and written.
• You have been part of the construction of a Business Unit/team (almost) from scratch. 
• Have some familiarity with mortgage, consumer or automotive credit solutions and their legal framework, from the lender's point of view.
• You have experience working on a vertical Saas platform with links to marketplaces, data providers, payment gateways or banks 

Benefits for you: 
 
Our 17-year journey is marked by growth and success, achieved through the dedicated effort of our people and the benefits we provide:  

• High growth, multicultural and friendly environment.

• Work-life balance: we make work flexible, but we hold everyone accountable for the results and the work they do. 

• Extra days: your birthday is meant to be spent with family and friends. 

• Continuous training and learning based on your needs 

• Health insurance, life insurance, curative medicine and an annual vaccination programme. 

• Daily breakfast in the office and organic fruit  

• Free caffeine and theine 

• Parties and corporate events 

• Access to various discounts and protocols 

 
About Us  

Finsolutia established in the world of credit servicing and has since evolved into a leader in mortgage technology, transforming the way mortgage ecosystems are managed.  

Headquartered in Madrid and Lisbon, our team of over 400 highly skilled professionals combines deep expertise with cutting-edge, AI-driven technology to deliver tailored, end-to-end mortgage solutions. 

We empower organizations of any size with innovative technology and specialized business expertise to streamline mortgage loan processes, unlocking efficiency and fueling growth through leading technical solutions powered by artificial intelligence. 

Know more about Finsolutia here: https://www.finsolutia.com/  

We’d like to inform you that personal data collected here are exclusively destined to the management of the recruitment process in question and will be processed and storage by Finsolutia, SA, or another Group company, in accordance with Personal Data Protection Regulation (EU) 2016/679 of 27 April 2016 during a period of 5 years, after which they will be definitively eliminated.

We further inform that the holder will have free access to its personal data, and may request its updating, rectification or removal by simply sending the request in writing to:

Bernardo Cabral

Data Protection Officer

[email protected]