Customer Support Specialist Saas

At Finsolutia we keep expanding

At Finsolutia, we’re looking for a Customer Support Specialist (CSS) to be the first line of support for our growing portfolio of mortgage brokers and credit intermediaries in the Spanish market, resolving their questions and technical issues quickly, accurately, and with care.

Based in Lisbon, you’ll be the main point of contact for support requests from our Spanish clients: managing and resolving tickets, troubleshooting platform issues, escalating complex cases to our Product and IT teams, and making sure every user gets a fast, clear, and friendly answer.

Ready to come aboard?

We are committed to nurturing talent, fostering a vibrant company culture, and improving the mortgage journey for companies, organizations and consumers across Europe.

Your Role in This Journey

• SaaS Support & Helpdesk Expertise: Proven experience handling high-volume client inquiries using Intercom, or other modern helpdesk tools with professionalism, empathy, and speed. Effective Troubleshooting & Escalation: Strong diagnostic skills to identify, reproduce, and document technical issues, coordinating seamlessly with Product and IT teams to resolve complex tickets.
• Platform Guidance: Help users understand how to navigate our platform, sharing tips and tutorials as needed, via Intercom under Customer Support Proactive Support scope.
• Customer Feedback: Identify recurring issues and share customer insights with the Product and Customer Success teams to improve the overall experience.
• Internal Collaboration: Partner with other teams in internal syncs, proactively testing platform features and flows to anticipate and prevent user issues.

What will help you succeed?

• Fluency in Spanish at a native level.
• Minimum 1+ year of experience in Customer Success, Customer Support, or another client-facing role, ideally in SaaS (Fintech, or Proptech) or any mortgage lending related business.
• Good communication and presentation skills - confident in leading meetings, webinars, and product demos.
• Organized, proactive, and able to multitask in a dynamic, fast-pace, start-up SaaS environment.
• A problem-solving mindset with a desire to help people and build processes;
• 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 career in the fintech ecosystem.
• Willingness to travel occasionally to Madrid and other locations in Spain to assist local teams and clients.

Bonus Points

• Fluency in English (verbal and written).
• Fluency in Portuguese (verbal and written).
• Some knowledge and hands-on experience with Intercom, Azure DevOps and Atlassian Confluence
• Some knowledge and hands-on experience with AI Tools, mainly working with Claude Pro (Code, Cowork, Skills, Conections)
• Familiarity with mortgage, consumer, or automotive credit solutions and their legal frameworks.

This is how our selection process works

1. People & Culture: You will have a first contact with our team to get to know each other and assess the fit with the position.
2. Interview: You will meet the technical team to go deeper into the project, position and technical challenges.
3. Feedback: We always provide feedback throughout the process so that you are informed about your progress.

What can we offer you at Finsolutia?

• We are the Fintech with the highest growth potential in the sector I We want you to be part of our journey to become a leading Player in the market.
• Flexibility to organize your personal and professional life | We offer a wide range of starting hours to make your personal and family life easier.
• We offer weekly remote working I We trust how you work, not only where you work, focusing on autonomy, collaboration and results.
• You will have a day off on your birthday | A day to celebrate your birthday however and with whoever you want.
• We offer a competitive salary, adapted to your profile, with access to performance-based incentives.
• Onboarding and support beyond your first day | You will receive a detailed and personalized welcome, together with support throughout your onboarding journey.
• Training and learning as a philosophy | Continuous training through our Finsolutia Academy to help you grow both professionally and personally.
• Taking care of you is also part of our work | Health Insurance, Life Insurance and an annual vaccination programme.
• Impact beyond work | You can participate in different Corporate Social Responsibility initiati