Customer Support Specialist (Portuguese speaker) (Madrid)

You may have stumbled across our website during your work or studies while trying to edit a PDF document
- iLovePDF.com. Does that ring a bell? iLovePDF is a SaaS company dedicated to helping individuals and businesses worldwide boost their document productivity. Our constant growth encourages us to keep improving our products to become the favorite PDF software worldwide. Our powerful yet user-friendly software is accessible across web, mobile, and desktop platforms, catering to the needs of over 90 million users worldwide every month. About the Role For this position, we are looking for a Customer Support Specialist who will provide outstanding customer service and ensure the best experience for our users worldwide. In this role, you will support users worldwide by resolving customer queries, guiding them through our products, and ensuring a seamless experience across our platforms. You will also collaborate with internal teams to investigate issues and improve the overall customer experience. This role is adecuado for someone who is empathetic, detail-oriented, and enjoys helping people in a fast-paced international environment. What you will do: Receive emails and manage corresponding support tickets. Guide and assist users worldwide in Portuguese and English. Help users with questions related to our products and services. Analyze reported issues and perform an initial level of investigation. Assess the complexity of issues and escalate cases to the appropriate teams when needed. Follow up on tickets until the case is fully resolved. Collaborate with internal teams to ensure efficient problem-solving. Respond to reviews and feedback on our mobile and desktop applications across different platforms. What we’re looking for: We are looking for someone who is passionate about customer experience and problem-solving. For this role, we will value someone who has the following skills: Native or professional level of Portuguese and a professional level of English Strong interest in CRM systems and customer databases. Curiosity and interest in digital tools and technology products. Excellent communication and interpersonal skills. Ability to communicate clearly and maintain composure when handling complex situations. Analytical mindset with excellent problem-solving abilities and attention to detail. Organized and methodical way of working. Proactive attitude and ability to take initiative independently. Previous experience in customer support or help desk environments. EU citizen or a valid work permit to work in Spain. Nice to have Previous experience in a SaaS or tech company. Familiarity with mobile and desktop applications. Spanish language skills. What we offer: Hybrid work, permanent contract. A company culture built on trust, autonomy, and independence. Your talent and opinions will really make a difference. ✨ Have an impact on millions of lives: The iLovePDF website is one of the top 100 most visited sites, and our services are used daily by millions of people. Beautiful, sunny office in one of the best areas of Barcelona. Our offices are much more than just a place to work. Team Retreats: Take part in fun team-building activities both locally and abroad. International environment: Our team has more than 12 nationalities. Flexible retribution with Cobee. Private medical insurance. Subsidized lunch, free snacks, and organic fruit. Postúlate en Kit Empleo: kitempleo.es/empleo/6u4cxz