CS & CRM Operations Specialist

• 5 years in customer support in tech environments (SaaS, IoT, B2B, or B2C). We are not looking for experience based on seniority — we are looking for you to have done more than just resolve tickets during those years.

• Real experience with HubSpot (Service Hub or CRM). You have used it, configured views, touched workflows, or at least know what they are and what they could do.

• Demonstrated analytical ability: you have worked with support data, drawn conclusions, and proposed changes based on them. If you can tell a specific example, you are on the right track.

• First-level technical diagnostic capability: you don't need to be a developer, but you do need to understand how to reproduce a problem, read a basic log, and know what information the technical team needs to resolve it.

• Experience using AI tools in your daily work (chatbots, assistants, automations). We are not looking for you to build them from scratch, but rather that you know how to use them, adjust them, and get the most out of them.

• Native Spanish and functional English (B2 minimum), there is interaction with teams and context in English.

• Experience with Jira or technical escalation tools.

• Portuguese.

The Customer Support team at Mapit needs someone who not only resolves tickets but also understands why they arrive and how to make fewer arrive.

Today we have high volume in Spain, and a CRM (HubSpot) that requires constant optimization and improvement. We are looking for a person who executes on a day-to-day basis and who, while doing so, detects patterns, proposes, and implements technical improvements to the CRM. We already use AI tools in support, and we need someone to iterate the documentation, adjust it, and keep it up to date.

70% of your time will be real operations — end-user tickets (B2C) and dealer/concessionaire inquiries (B2B), mostly via tickets and telephone. The remaining 30% is where the differential impact lies: optimizing pipelines in HubSpot, maintaining and improving the team's AI tools, and providing actionable insights. If you demonstrate value in that area, the role grows toward supporting marketing CRM optimization and greater strategic weight.

• Manage B2C tickets and dealer inquiries in Spain.

• Perform an initial technical diagnosis of incidents before escalating to second-line support: reproduce the problem, collect relevant data, and document it so that the technical team can act without starting from scratch.

• Optimize HubSpot: categories, tags, ticket movement automation flows, and propose new structures when the data calls for it (e.g., detecting that 40% of tickets fall into "others" and creating categories that reflect real problems).

• Build and maintain support metrics: response times, resolution, CSAT, recurring patterns. Report findings to the area manager.

• Iterate and maintain the team's AI tools: adjust chatbot responses, update the public knowledge base (help center articles) and private one, and fine-tune assistants like Claude or Copilot so they improve with real-world use.

• Escalate complex incidents to the technical team with sufficient diagnosis and context.

• Detect opportunities for improvement in support and CRM processes, and propose and implement them.

Barcelona · Hybrid · Full-time

This is not a role where someone will tell you every morning what to do. You need:

• Real autonomy. You organize, prioritize, and execute without waiting for instructions. If you see something broken, you fix it or propose how to—you do not wait for someone else to notice.

• Continuous improvement mindset. You don't settle for "that's how it's always been done." When a process doesn't work, you question it with data, not with opinions.

• Comfort with ambiguity. We are 30 people. Not everything is defined. If you need a manual for everything, this is not your place. If you are motivated to build what is missing, it is.

• Direct communication. You know how to say what you think clearly, adapt your tone to the context (talking to a frustrated customer is not the same as talking to the technical team), and you don't hide behind email when a call resolves the issue in 2 minutes.