Customer Support Specialist

Who we are

At Xceed we are all about unlocking the extraordinary. Our mission is to connect music lovers with authentic events and inspiring individuals, fostering unforgettable experiences that last well beyond the night’s end.

Xceed is a venture-backed startup headquartered in Barcelona on a mission to create a world where everyone can live extraordinary experiences by joining authentic music events and connecting with inspiring people. We currently operate in over 20 markets globally and take 10 million unique event-goers out for a dance each month.

Recognized as the Apple Top 100 Apps in the world and fastest-growing start-up in Spain in 2018, our team is currently looking for a Customer Support Specialist to assist our global customers with their needs and doubts when using our platform.

We’re here to have a good time and make epic things happen and won’t settle for anything less.

Who you are

We are looking for a dynamic profile to become part of our customer experience team and assist our customers with their doubts and ideas when using our products and services, making them feel part of a community and ensuring a successful and smooth experience when going out!

This position must have availability to work during weekend evenings (European Time), which will be balanced out during the week.

Your responsibilities will include resolving customer queries, recommending solutions, and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn people's trust.

Ultimately, you will help establish our reputation as a company that offers excellent customer support at all points and times of contact with our global community of users.

What will you do

• Respond to customer queries in a timely and accurate way, via phone, email, or chat
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer feedback on social media and reach out to provide assistance
• Share feature requests and effective workarounds with team members
• Follow up with customers to ensure their technical issues are resolved
• Gather customer feedback and share it with our Product, Sales, and Marketing teams

Relevant information about the position: Part of your schedule will have to match peak time on weekends: *Friday and Saturday evenings from 8 pm to 1 am on Central European Time!***

Your skills and experience

• Multi-tasking abilities Experience as a Customer Support Specialist or similar CS role
• Experience using Intercom software is a plus
• Understanding of how CRM systems work
• Fluency in English is a must. Other European languages are a plus (Ideally, Spanish, Italian, French and or German)
• Excellent communication and problem-solving skills
• Attention to detail and analytical mind
• You are a problem solver, and you always strive for excellence and quality of your work
• Real team player able to proactively take part in a multicultural & cross-functional team
• Familiarity with the live events/music/going out industry

Our perks

• Competitive base salary
• Unlimited remote working and absolute flexibility. We do not believe in the 9 to 5 model.
• Unlimited holidays and workation - work from wherever you want!
• Unlimited access to our learning platforms (Codely, Coursera, MasterClass…) - you have a vast opportunity to learn and grow.
• Join team-building activities and meet-and-greet events.
• Fixed weekly hours allocated to studying & learning

Why Xceed will be your favorite team?

• You will become part of a successful and growing start-up that has been quadrupling revenues year after year.
• You will form part of a passionate, hardworking, and ambitious team
• You will enjoy a casual, young, and multicultural mindset
• You will have full autonomy and vast opportunities to learn & grow
• You will thrive in an environment built to experiment with new ideas
• & you will absolutely, always, 100%, have lotssss of fun!

Our principles

Moderation is fatal
Taste everything
Have no plan B
Inspire
Don’t ask if the party is going to be fun

At Xceed we offer equal opportunities - all qualifying applications will receive consideration for employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, your favorite football team or music taste - except reggaeton, we probably cannot accept that, sorry ;).