Customer Service Specialist - AlephPay

• Customer Service, Operations or customer-facing experience, ideally in payments, fintech, banking or e-commerce

• Strong communication, problem-solving and case-management skills

• Comfort with digital support tools, dashboards and chatbot-assisted customer journeys

• You bring a track record of success in a similar role, with hands-on experience.

• You're not afraid to challenge the status quo and bring fresh, out-of-the-box ideas to the table.

• You anticipate challenges before they arise and take initiative to find effective solutions.

• You have an eye for detail.

• You thrive on teamwork but also bring a driven, goal-oriented spirit.

• You're genuinely enthusiastic about advertising, ad-tech, and staying ahead of industry trends.

• You have the ability to engage and communicate with internal and external stakeholders in a positive and approachable way.

• Knowledge of card issuing, FX, payments, card acquiring and/or e-commerce is highly desirable

• Fluent English; Baltic language, Slovak, German or Slovenian is a strong plus

At Aleph, we're not just part of the digital advertising landscape-we're shaping its future. Representing the world's leading platforms, including TikTok, Amazon, Google, and nearly 55 others, we operate in 130+ markets across new and existing geographies.

Our mission is to empower advertisers and brands to unlock the full potential of these platforms' advertising capabilities. By fostering long-lasting partnerships, we create limitless opportunities for people and businesses to advertise effectively at both local and global levels.

With a presence spanning continents, Aleph offers you the chance to be part of a fast-growing, innovative team where your work makes a direct impact. If you're ambitious, forward-thinking, and eager to thrive in a dynamic, global environment, Aleph is the perfect place to build your career.

We are looking for a Customer Service Officer - L1 to support our Team in Madrid!

You'll provide frontline human support for customers using a global card issuing and embedded finance solution, covering onboarding, day-to-day product support, chatbot-to-human hand-offs and ownership of cases requiring escalation to specialist internal teams or external financial partners. When the chatbot hits its limit, you're the one customers actually talk to and every case you take on, you see through to the end. Reporting to the Customer Service & Customer Success Team Lead.

What is AlephPay?

AlephPay is the business card built for digital advertising and designed to become your primary card for all business spend. It combines flexible credit, reliable payments, spend control, and rewards in one solution, covering everything from media spend to everyday expenses, so your campaigns keep running without interruption.

You can create dedicated virtual cards for clients, campaigns, teams, or other business needs while keeping full visibility and control over company spending. AlephPay also simplifies expense management and reconciliation, making it easier for finance teams to manage all business spend in one place.

And because it's built around advertising, AlephPay rewards the way you already spend: eligible ad spend earns media rewards you can reinvest into your campaigns, while everyday business purchases unlock additional benefits that help your business grow.

• Provide high-quality L1 support throughout onboarding and ongoing product usage

• Guide customers through onboarding, product functionality and day-to-day use

• Support enquiries relating to card usage, transactions, FX, payments and general product functionality

• Act as the human support layer for conversations initiated through the chatbot and client dashboard

• Resolve enquiries at L1 wherever possible and identify cases requiring specialist support

• Coordinate L2/L3 cases with issuing, processing and other financial partners and relevant internal stakeholders

• Track cases through resolution, proactively follow up and keep customers informed

• Maintain accurate records and identify recurring service issues

• Capture customer feedback and contribute to improving FAQs, chatbot content, onboarding materials and support processes

• Support service KPIs including response times, resolution times and customer satisfaction