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Customer Service Agent

Hybrid in Madrid·Added today (last checked 13 Nov)

Freepik

3 open roles

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Our summary

Work mode: Hybrid, Madrid
English: Required
Benefits: Private health insurance

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No sponsorship mentioned, and this kind of work is rarely sponsored in Spain.

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Skills

Requirements

What we're looking for

Experience & Skills

Very high level of English (C1 or above), written and spoken. Essential: you'll work daily with international clients, many of them B2B / Enterprise accounts.
Previous experience in customer support, with experience handling B2B / Enterprise clients being especially valued (higher-volume accounts, demanding tone and response times).
Excellent written communication: able to explain technical or billing matters clearly, empathetically, and precisely.
Ability to manage a high volume of cases with autonomy, judgment, and a strong sense of priority.
Comfortable working with digital tools and quickly learning new systems (Salesforce, AI applied to support, etc.).

Nice to have

Technical knowledge of automation: Zapier, Make, scripts, macros, or experience optimizing support workflows.
Basic knowledge of graphic design or creative tools (Photoshop, Illustrator, Figma, generative AI for image/video), useful for better understanding our products and supporting our creative user base.
Previous experience in SaaS environments or high-volume digital products.

Pay & benefits

What you'll get

💥What We Offer

Be part of a growing Customer Service team, with modern processes and AI support in your day-to-day work..
A dynamic environment, with products that are constantly evolving
Ongoing learning and development opportunities.
In-house English and Spanish lessons..
Remote or hybrid work model and real flexibility.
Private health insurance 🩺
Subsidy for mental health and psychological support. 🧠
23 days of vacation + December 24th and 31st off
Day off on your birthday 🎂
Fully stocked office canteen with soft drinks, natural juices, snacks, fruit, and more.
Free lunch at the office. 🥗🥑
We're a Great Place to Work! 93% of employees think this is a great place to work.

The role

🚀 The Magnific Universe continues to expand!

At Magnific, we provide support to users and clients in a fast-moving product environment, with AI integrated into our day-to-day support work. We're looking for a Customer Service Agent to join our team and deliver excellent, resolutive, and personable support, with a special focus on B2B / Enterprise clients.

🌟 About the Role

As a Customer Service Agent, you'll be on the front line of contact with our clients, combining customer care, technical troubleshooting, and the use of AI tools applied to support. Your mission: deliver a fast, clear, and friendly support experience, especially for B2B / Enterprise accounts.

If you enjoy solving problems, communicating clearly, and working in a dynamic, AI-supported environment, this role is for you.

What you'll do

🎯 Multichannel Support Management

Manage multichannel support cases (email, chat, AI/Fin) through Salesforce.
Resolve issues related to subscriptions, billing and payments, credits, our Fair Use Policy, and technical product matters.

🤝 B2B / Enterprise Client Support

Support and guide B2B / Enterprise clients, maintaining a professional, resolutive tone aligned with agreed service commitments (SLAs).
Escalate complex cases appropriately, coordinating with other teams (Product, Tech, Billing) to ensure a fast resolution.

📈 Continuous Improvement

Identify recurimprovements.
Maintain the team's quality standards (QA) and actively contribute to feedback and continuous improvement.ring patterns or issues and propose process, documentation, or automation.

About Freepik

Freepik is a leading digital content platform that provides millions of free graphic resources, including vectors, stock photos, PSD files, and icons, to designers and creators worldwide. The company operates a freemium model, offering both free and premium subscription services, and has grown into a major player in the creative technology space, with a strong focus on AI-powered design tools.

Freepik was founded in Málaga, Spain, and maintains its headquarters there, making it a notable Spanish tech company. The company has a strong international presence and is particularly relevant for international professionals interested in the intersection of design, technology, and AI. Its work culture is often described as dynamic and fast-paced, with a strong emphasis on product innovation and user-centric design, making it an attractive option for those looking to work in a growing, international tech hub in southern Spain.

Industry: Creative AI
Founded: 2010
Employees: 500–1,000
Headquarters: Málaga, Spain
In Spain: Málaga

Good to know if you are moving

Freepik is headquartered in Málaga, Spain, offering a Mediterranean lifestyle with a growing international team.
The company has a strong focus on AI and design tools, making it a relevant player for professionals in the creative and tech sectors.
As a Spanish company, it offers a direct entry point into the Spanish tech ecosystem, with a multicultural and multilingual work environment.
The company provides a platform for designers and creatives to access a vast library of resources, which can be a significant professional advantage.
Freepik has a global user base, which can offer international professionals a chance to work with a diverse and distributed team.

In their own words

Additional information

🌈 Diversity & Inclusion

At Magnific Company, creativity thrives through diversity.

We're committed to equal opportunities regardless of gender, sexual orientation, skin color, age, religion, or any other non-professional factor - ensuring fairness and inclusion at every stage of our hiring process.

✨ Join the Magnific Universe

Be part of a company that's redefining how the world creates - at scale - through AI and innovation.

👉 Apply now and help our clients get the best support experience Magnific has to offer.

All open roles at Freepik