Thank you for showing interest in our company. We know that a job search can be challenging, but dont worry, what goes around comes around! Lets get straight to the point! I will try to sum up our DNA in 2 essential points: We love volunteering but we prefer to be Change Activists. What does that mean? We focus our efforts on helping youths at risk of social marginalization and fighting climate change by reforesting parks or woods in Madrid and in the Donana Forest. In 2024, we did more than 20,000 hours of activism. At Zurich, we say it loud and clear: We are proud of our colors, we believe that a diverse and inclusive team makes the difference. We dont discuss disability, we discuss capability! We want you to be yourself, without closets in between or glass ceilings making you fragile. 50% of our high responsibility positions are occupied by women (including our Executive Committee). Do you know that we produce our own podcasts about gender identity? We are building a company where everyone is welcome! Your role would be to act as the first point of contact for customers purchasing a new digital B2B product, offered in a Software as a Service model; with responsibilities ranging from support process definition to actively managing the processes after release. Key responsibilities: During Project Development: Participate in the development of customer support strategies and policies Create and maintain operational support documentation such as FAQs, user guides, and manuals Provide feedback to the development team on customer issues and feature requests Assist in the creation of support metrics and KPIs to track customer satisfaction and support effectiveness After the Product is Live: Be the first point of contact for our customers Respond to customer inquiries via email, chat, or phone in a timely and professional manner Responsible for information requests and complaints management Troubleshoot and resolve customer issues by identifying the root cause of the problem and providing a solution Escalate complex issues to the appropriate department or team member, and follow until successful closure to close the loop with customer Document customer interactions and resolutions in a CRM system Continuously improve support processes and procedures to enhance the customer experience Collaborate with cross functional teams to identify product issues and suggest improvements Monitor and report on customer satisfaction metrics and KPIs to the management team Responsible for structured customer feedback collection and organization of processes (e.g., run NPS type questionnaire) Regular exchange with Product Owner on future functionality development and new releases, and the commercial team to provide insights for advertising and sales efforts Upon commercial success, be open to building up and leading an international customer care team How do you know you fit in? Ill explain: Customer care and support background with +5 years practical experien