Customer Support Agent, Ben

• This role is perfect for someone who has deep technical expertise, strong analytical and debugging skills, and experience resolving complex customer issues in a fast-paced SaaS environment
• Strong communication skills, with fluency in both English and Spanish
• 2+ years of experience in customer service in a fast-moving B2B SaaS company
• Excellent written and verbal communication skills
• Strong analytical thinking and problem-solving ability
• Solid technical aptitude - you enjoy digging into details and finding answers
• Familiarity with tools like Intercom, JIRA, or other CRM and ticketing platforms
• Excellent organisational skills - you know how to manage your time, prioritise effectively, and stay on top of your queue
• A professional or native-level proficiency (C1 or above) in English
• You will not love this role if you:
• Aren’t comfortable working in a fast paced environment
• Are not ready to own your own results and be held accountable
• Like maintaining the status-quo and aren’t willing to think outside the box
• Like a lot of structure and processes, we are a start-up and are still working things out and we don’t always know what’s next
• Are not comfortable with ambiguity, we will give you guidance but sometimes you have to work things out

Desirable

• As a Customer Support Agent (Spanish speaking) at Ben, you’ll be a key player in delivering world-class service to our users. You’ll be the voice of our product, supporting our customers through a range of technical and product-related challenges with empathy, efficiency, and a problem-solving mindset
• Responding to customer queries via email, chat, and phone in a timely, friendly, and professional manner maintaining an excellent CSAT
• This role is intended to cover all UK working days. You may occasionally be required to work on public holidays
• Troubleshooting and resolving technical and product-related issues with efficiency and within our SLAs
• Becoming a Ben product expert and using that knowledge to educate and empower customers
• Identifying trends in support queries and escalating complex or recurring issues to the right teams
• Create and maintain high-quality Help Centre articles in both English and Spanish, ensuring content is accurate, consistent, and aligned with our brand tone
• Collaborate with product and support teams to translate complex concepts into clear, user-friendly documentation for both audiences
• Contributing to continuous improvement through feedback, collaboration, and knowledge sharing

• Deadline to Apply: 24 November 2025 at 00:00 GMT