Customer Support Representative

Summary

Join Landbot, a company building no-code conversational experiences, as a Customer Support Representative. You will be the first point of contact for customers, resolving issues, answering questions, and guiding them through features. Success requires strong communication, problem-solving skills, and a desire to learn. You will become a Landbot expert, troubleshoot technical issues, and contribute to product improvement through feedback. Collaboration with other teams is key, as is contributing to documentation and knowledge base articles. Mentorship of junior team members and participation in special projects are also part of the role.

Requirements

• At least 2 years of experience in a customer-facing or support role, ideally in a SaaS or tech environment
• Excellent written and verbal communication in both English and Spanish
• A genuine interest in technology and understanding of internet culture
• Strong problem-solving skills and the ability to explain complex topics in a clear, friendly way
• Proactive, autonomous, and eager to learn — you're always looking for ways to improve
• Comfort managing multiple conversations and priorities
• A positive attitude, team-first mindset

Responsibilities

• Provide Exceptional Support: Deliver prompt, professional, and courteous support to our users and customers, mostly via chat and email(95%), and occasionally on video calls. Guide users to understand the value of Landbot, help them experience it firsthand, and encourage regular, effective use
• Become a Landbot Expert: Acquire in-depth knowledge of our platform, including its features, functionalities, use cases, and workarounds, ensuring users can maximize the value of our product
• Technical Issue Resolution : Investigate and troubleshoot technical issues related to chatbots, integrations, and platform functionalities. Ensure timely and satisfactory resolution, with clear communication & follow up process
• Feedback Loop: Collaborate with the Product team to identify and report bugs, and share feedback & feature requests that help us improve the product and user experience
• Documentation and Knowledge Base: Contribute to the creation and maintenance of user-friendly documentation, tutorials, and knowledge base articles, as well as updating internal databases
• Feature Communication: Inform customers about new product features, functionalities, and updates. Ensure they are aware of how these enhancements can improve their experience and meet their needs
• Cross-Functional Collaboration: Collaborate with Success, Sales, Marketing, and Product development teams to share user insights, feature requests, and market trends to drive product improvements and customer acquisition
• Mentorship & Special Projects: Assist with onboarding junior team members and contribute to cross-functional initiatives aligned with company goals

Preferred Qualifications

• Experience in project or account management
• Experience with SaaS businesses or startups
• Experience with No-Code tools or platforms

Benefits

• Hybrid culture: you can choose between a full remote or a beautiful office in Barcelona (or both!)
• Great company culture, we have a young, upbeat, and international work environment
• Flexible schedule
• Open vacation policy and flexible holidays so you can take time off when you need it
• Training budget 📚 📖
• Ticket transport 🚋
• 26 days of paid vacation (23 regular days + December 24th & 31st ) 🏖 + One day for your birthday 🎂
• English & Spanish lessons 🇬🇧 🇪🇸
• Flex compensation with Cobee
• Team building activities 🎳🍻🍕
• Referral Bonus if you bring other talented people like you