Job Description
Your mission
Make sure every client gets the maximum value from Didit. You'll be the primary point of contact for support — guiding users through their verification flows, resolving complex queries, and building the long-term trust that keeps customers growing with us. You're the bridge between our technology and the businesses that rely on it every day.
What you'll do
- End-to-end support — guide clients through configuring their verification flows for a seamless experience, proactively.
- Resolve issues fast — act as a product expert and clear operational doubts about the platform with speed and precision.
- Be the client's advocate — listen deeply to needs and feedback, and turn them into actionable insight for product and engineering.
- Drive onboarding — help new customers nail their first steps on the platform for a high-impact start.
- Own the relationship — build trust-based relationships that drive long-term retention and adoption.
- Close the feedback loop — be the voice of the customer, systematically routing technical issues and feature requests to the engineering team.
- Spot revenue signals — surface expansion opportunities and churn risks to the sales team to support growth and retention.
What we're looking for
- Experience — prior Customer Success, Account Management, or Support experience, ideally in B2B SaaS, Fintech, or Compliance.
- Languages — excellent communication and negotiation skills in English and Spanish (others a plus).
- Soft skills — exceptional active listening and a genuine client-first mentality.
- Mindset — strong ownership and the ability to thrive in a high-pressure, fast-paced startup.
- Profile — ambitious, proactive, and results-driven, with a real desire to grow within the company.
Nice to have
- A solid understanding of KYC, AML, or identity-verification standards.
What we offer
- Hybrid in Barcelona — in-person collaboration with the flexibility to do your best work.
- A high-impact role with ownership and visibility — you'll own the customer relationship and be heard across product, engineering, and sales.
- Real growth — the chance to grow with us and help build the best identity company in the world.
We'll discuss compensation directly during the process.
