TL;DR
Cx Operations Improvement Specialist (Customer Support): Strengthen the quality and reliability of payout ecosystems by identifying and resolving operational issues with an accent on data-driven root cause analysis and cross-functional collaboration. Focus on driving fast resolution, sustainable improvements, and enhancing customer experience in a payments environment.
Location: Must be based in Spain
Company
Thunes is a rapidly growing global fintech company focused on payments and payout ecosystems.
What you will do
- Identify, analyze, and resolve quality and operational issues across payout partners to minimize customer impact.
- Deep-dive into data to pinpoint failure causes and separate symptoms from root causes.
- Collaborate with payout partners and internal teams to drive interim fixes and long-term solutions.
- Lead issue resolution efforts ensuring alignment and ownership across teams.
- Manage projects to improve internal processes and partner setups.
- Define and analyze key quality metrics to present actionable insights.
Requirements
- Must be located in Spain.
- 2-3 years experience in operational or technical roles, preferably in customer experience or payments.
- Strong analytical and problem-solving skills with data interpretation ability.
- Experience with customer support platforms like Zendesk, Salesforce, or Freshdesk.
- Excellent verbal and written English skills (C1 level).
- Ability to collaborate cross-functionally and manage multiple projects.
Nice to have
- Experience with process improvement methodologies such as Lean or Six Sigma.
- Additional European language skills.
Culture & Benefits
- Work in a fast-growing global fintech environment.
- Collaborative and improvement-driven culture.
- Opportunities for continuous learning and development.
- Focus on impact, quality, and customer trust.