Customer Success & Support
At a glance
Mid-level Customer Success role at Didit. Barcelona · full-time.
Pay not stated
Growth Roles summary, based on the employer's posting.
What you'll do
- Guide clients through setting up verification flows and getting started on the platform
- Resolve complex platform questions as the product expert for day-to-day support
- Turn customer needs and feedback into actionable input for product and engineering
- Build trusted relationships while identifying expansion opportunities and churn risks
- Route technical problems and feature requests to engineering, then close the feedback loop
What you bring
- Previous Customer Success, Account Management, or Support experience, preferably in B2B SaaS, Fintech, or Compliance
- Excellent English and Spanish communication and negotiation skills
- Strong active listening, ownership, and a client-first approach
- Comfort working in a high-pressure, fast-moving startup
Who this fits
This role suits a proactive, results-driven customer professional who wants ownership of the client relationship and a path to grow within the company. You’ll work in a hybrid setup in Barcelona, collaborating in person while retaining flexibility. Familiarity with KYC, AML, or identity-verification standards would help.
From the employer
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.
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