About this role
Job Description <h2 style="font-size:20px;margin:38px 0 8px;font-weight:600;">Your mission</h2><p style="margin:14px 0;font-size:16px;">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.</p><h2 style="font-size:20px;margin:38px 0 8px;font-weight:600;">What you'll do</h2><ul style="margin:14px 0;padding-left:22px;"><li style="margin:8px 0;font-size:16px;"><strong style="font-weight:600;">End-to-end support</strong> — guide clients through configuring their verification flows for a seamless experience, proactively.</li><li style="margin:8px 0;font-size:16px;"><strong style="font-weight:600;">Resolve issues fast</strong> — act as a product expert and clear operational doubts about the platform with speed and precision.</li><li style="margin:8px 0;font-size:16px;"><strong style="font-weight:600;">Be the client's advocate</strong> — listen deeply to needs and feedback, and turn them into actionable insight for product and engineering.</li><li style="margin:8px 0;font-size:16px;"><strong style="font-weight:600;">Drive onboarding</strong> — help new customers nail their first steps on the platform for a high-impact start.</li><li style="margin:8px 0;font-size:16px;"><strong style="font-weight:600;">Own the relationship</strong> — build trust-based relationships that drive long-term retention and adoption.</li><li style="margin:8px 0;font-size:16px;"><strong style="font-weight:600;">Close the feedback loop</strong> — be the voice of the customer, systematically routing technical issues and feature requests to the engineering team.</li><li style="margin:8px 0;font-size:16px;"><strong style="font-weight:600;">Spot revenue signals</strong> — surface expansion opportunities and churn risks to the sales team to support growth and retention.</li></ul><h2 style="font-size:20px;margin:38px 0 8px;font-weight:600;">What we're looking for</h2><ul style="margin:14px 0;padding-left:22px;"><li style="margin:8px 0;font-size:16px;"><strong style="font-weight:600;">Experience</strong> — prior Customer Success, Account Management, or Support experience, ideally in B2B SaaS, Fintech, or Compliance.</li><li style="margin:8px 0;font-size:16px;"><strong style="font-weight:600;">Languages</strong> — excellent communication and negotiation skills in <strong style="font-weight:600;">English and Spanish</strong> (others a plus).</li><li style="margin:8px 0;font-size:16px;"><strong style="font-weight:600;">Soft skills</strong> — exceptional active listening and a genuine client-first mentality.</li><li style="margin:8px 0;font-size:16px;"><strong style="font-weight:600;">Mindset</strong> — strong ownership and the ability to thrive in a high-pressure, fast-paced startup.</li><li style="margin:8px 0;font-size:16px;"><strong style="font-weight:600;">Profile</strong> — ambitious, proactive, and results-driven, with a real desire to grow within the company.</li></ul><h3 style="font-size:16px;margin:24px 0 4px;font-weight:600;">Nice to have</h3><ul style="margin:14px 0;padding-left:22px;"><li style="margin:8px 0;font-size:16px;">A solid understanding of KYC, AML, or identity-verification standards.</li></ul><h2 style="font-size:20px;margin:38px 0 8px;font-weight:600;">What we offer</h2><ul style="margin:14px 0;padding-left:22px;"><li style="margin:8px 0;font-size:16px;"><strong style="font-weight:600;">Hybrid in Barcelona</strong> — in-person collaboration with the flexibility to do your best work.</li><li style="margin:8px 0;font-size:16px;"><strong style="font-weight:600;">A high-impact role with ownership and visibility</strong> — you'll own the customer relationship and be heard across product, engineering, and sales.</li><li style="margin:8px 0;font-size:16px;"><strong style="font-weight:600;">Real growth</strong> — the chance to grow with us and help build the best identity company in the world.</li></ul><p style="margin:14px 0;font-size:16px;">We'll discuss compensation directly during the process.</p>