Junior Support & Training Customer Success Specialist, Loyal Guru
Customer data platform
Open for applications
Customer data platform
21-100 employees
Open for applications
21-100 employees
Company mission
To transform retailers all around the world into customer-centric organisations.
Role
Who you are
- 1–2 years of experience in Customer Support, Service, or Training roles
- Previous experience in SaaS B2B companies is highly valued
- English proficiency is mandatory
- Strong Excel skills; other analytical tools are a plus
- Proficiency in Spanish
- Bachelor's degree in business, economics, or a related field
- Strong analytical mindset and great attention to detail
- Excellent communication skills and a customer-oriented attitude
- Security-related knowledge, as well as other required competencies, will be assessed during the interview process
What the job involves
- At Loyal Guru, we are looking for a Support & Training Customer Success Specialist to join our team and deliver an exceptional experience to our clients. You will be responsible for supporting 5–10 accounts, ensuring proper guidance, problem resolution, and impactful training sessions
- You will work closely with our Support & Customer Success Manager to keep our clients happy, engaged, and fully supported
- Answer, manage, and resolve tickets in JIRA efficiently and with a customer-first mindset
- Be the frontline of our Help Center, responding to any customer request or inquiry
- Prepare custom reports and analyses to help clients improve their loyalty program performance
- Coordinate with clients to understand campaign objectives, prepare configurations, and execute them in the platform
- Analyze campaign results and suggest optimizations to improve outcomes
- Prepare and deliver training sessions on different modules of our platform
- Collect customer feedback and contribute ideas to help shape future product improvements
- Handle customer data, reports, and ticket information securely and in strict compliance with GDPR and internal security policies
- Ensure no sensitive customer information is shared through unauthorized channels
- Immediately report any suspected security incident, data leakage, or anomaly following internal procedures
- Use only approved communication channels (JIRA, Help Center, internal tools)
- Participate in security and data protection training
- Ensure that all documentation and training materials are stored securely, preventing exposure of sensitive data
Our take
Loyal Guru is a customer data platform that helps brands build on their customer loyalty strategy. The platform helps companies collect and analyse customer data to produce personalised omnichannel promotions and measurable loyalty programs.
Reports suggest that courting consumer loyalty has become particularly difficult over recent years. The pivot to eCommerce has opened consumers up to a vastly larger market of brands. Moreover, this freedom to shop around is exercised more often in times of economic hardship. Catering to the consumer needs of primary shoppers - Millennials and Gen Z - is crucial, and it emphasises data analytics and personalised solutions. Both boxes are firmly ticked by Loyal Guru.
The company already have enterprise clients like Mango, Spar, and Día, and is using funding to expand across Europe and the Americas. With a dominant proportion of eCommerce businesses based in North America, this could prove a savvy step. Loyal Guru will need to ensure, however, that this expansion doesn’t stray their attention from the rapid changes in consumer preferences that eCommerce has been seeing recently.
Steph
Company Specialist at Welcome to the Jungle
Insights
13% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Mar 2022
$9.4m
SERIES A
Jul 2020
$0.5m
EARLY VC
Total funding: $12.1m
Company benefits
- Career plan and professional growth: Lets discover what your strengths are and how you can give your best!
- Healthy snacks at the office
- Beers at the office: Free crafted beer sessions on Fridays with your work colleagues. Because not everything is just about work
- Half-paid health insurance
- 25 days of paid vacation
- English lessons: Different level group lessons with a native teacher
- Team building every quarter
- Pizza sprint: Every two Fridays after the sprint review, join the team in a meal and enjoy the great company
- Crossfit and Yoga lessons: Group sessions with nice personal trainers
Company HQ
El Parc i la Llacuna del Poblenou, Barcelona, Spain
Leadership
Borja Sanfeliu
(Co-Founder & CEO)Previously worked as a Europraxis consultant, before taking up a General Management role at Proquibasa. Before Loyal Guru, also co-founded tech and business consultancy firm Jobtitute.
Javi Fernández Riverola
(Co-Founder & CTO)Previously held positions as Tech Consultant and Developer at La Salle BCN and Indra, and has been a Guest Speaker at Esade.
Share this job
View 2 more jobs at Loyal Guru