Customer Success & Support

Job description

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.