Customer Experience Specialist (Portuguese/Spanish/English)

As a Customer Experience Specialist, you'll serve as the main point of contact for our growing base of salon partners across Spain, delivering support across phone, email, and live chat. As an expert in all things Treatwell, you'll confidently handle a wide range of inquiries-from navigating our salon software and marketplace to resolving treatment issues-building strong, lasting relationships and ensuring an exceptional experience for both partners and customers.

You work efficiently, can handle multiple tasks at once, and always maintain a positive attitude and friendly service during every interaction. You'll report to the Customer Experience Team Leader based in Spain. Your main focus will be supporting the Spanish market, while also supporting the Portuguese one when needed.

We are looking for a junior candidate with prior experience in similar roles.

This is a full-time hybrid position, working 4 days in our Lisbon office and 1 day remotely per week. The work schedule operates on a rotating shift basis (as needed) from Monday to Friday, completing 40 hours within the hours of 10:00 AM to 8:00 PM, and Saturdays from 8:00 AM to 12:00 PM (Lisbon time zone).

You will be responsible for:

• Providing excellent customer service at every point of contact (via phone, mail and live chat)
• Maintaining a high level of partner and customer satisfaction score (PSAT/CSAT) across all channels (phone, chat and mail)
• Using internal tools (such as Salesforce, Aircall and Slack) to track information and communicate effectively with your team and customers.
• Resolving issues and facilitating constructive conversations between our customers and partners.
• Handling a large volume of customer inquiries with confidence and ease.
• In addition to providing support, you'll also have the opportunity to develop your business skills by advising our salon partners and helping them grow their businesses.

About Treatwell

Hi, we're Treatwell. Nice to meet you.

We're a team of +800 passionate and brilliantly talented people across Europe. We're the industry's smartest salon management software, all connected to Europe's leading bookings platform, working with over 95,000 salon partners across 14 countries, processing over 14 million bookings every month. And....breathe.

But we're not done yet. We're on an exciting journey to digitally revolutionise the hair and beauty community.

If this excites you, we might just have the role for you.

Requirements

About you:

• You are a native Portuguese speaker and also have strong communication skills, both verbal and written, in Spanish and English. During the hiring process we'll check your proficiency in these languages.
• You have at least 1 year of experience in Customer Experience-related roles, managing different channels to communicate with customers (mail, phone and chat).
• You have an eye for detail without losing sight of efficiency.
• You are well-organized, plan your day effectively, and achieve goals and targets.
• You are available on a flexible schedule from Monday through Saturday.
• You have a positive attitude and proactively take responsibility for your work.
• You have the availability to visit our Madrid office from time to time.

Benefits

We'll treat you with:

• 28-days holiday, plus bank holidays
• Birthday off
• Monthly 40 EUR Treatwell vouchers so you can treat yourself too
• Monthly 40 EUR transport support
• Mental health support through our partnership with Open-Up

Equal Opportunities

Treatwell is an 'Open to All' employer and warmly welcomes everybody to the team. We are committed to making reasonable adjustments to the recruitment process as required. Please add any adjustment requests to your application.