Customer Care Specialist

About Ibexa
Ibexa is a European marketing orchestration platform that helps organisations deliver seamless, data-driven customer experiences across the entire digital journey. By unifying content management, customer data, engagement, product information, and interactive data collection — through solutions like Qualifio, Raptor, Quable, and Actito — Ibexa enables marketing and digital teams to break down silos and orchestrate high-impact, personalised experiences at scale.
We are a team of 350+ professionals across Europe. Our Barcelona office, located in the heart of the city, brings together around twenty people including a Customer Care team of 7 specialists.

The role
You'll join our Customer Care team as a technical first-line specialist for our clients. Your job: understand complex problems, diagnose them properly, and help our clients get the most out of our marketing platforms.
This is not a script-reading support role. You're here because you genuinely understand how tools, integrations, and data work — and because you can also explain clearly to a user what's happening and how to fix it.
Your responsibilities:

• Handle incoming requests (email, phone) and manage related tickets

• Analyse reported issues and lead first-level investigations

• Assess complexity and escalate to technical teams when needed

• Own tickets through to full resolution

Requirements

Technical skills — required
You have a solid technical foundation, whether through a degree in computer science, web development, or equivalent hands-on experience. Concretely:

• You understand how web applications work (request/response, logs, client/server behaviour)

• You're comfortable with HTML and CSS — you can read code, spot what's wrong, and understand the structure

• You know what a REST API is: webhooks, HTTP calls, and status codes make sense to you

• SQL doesn't scare you: you can understand a table structure

• You've worked with CRM, marketing automation, or data management tools — and understand use cases and general structure

Soft skills and professional qualities — required

• Fluent in French and English (written and spoken) — Spanish is a strong plus

• You can translate a technical problem into plain language for a non-technical audience

• You stay calm and methodical under pressure or with demanding clients

• You dig into a problem properly before escalating

• You care about getting things right, not just getting tickets closed, focusing on quality at any time
  

  Nice to have

• Previous B2B technical support experience in a SaaS or marketing tech environment

• Familiarity with marketing automation platforms (Actito, Braze, Salesforce Marketing Cloud, Klaviyo, etc.)

• Background in segmentation, data management, or tracking
  
  What we offer

• Full onboarding and training on our platforms

• International, multicultural work environment

• A constantly evolving platform — you won't get bored

• Full-time permanent contract (CDI)

• Health insurance

• Meal vouchers €6.50/day, fully covered by the employer

• 25 working days of vacation per year

• Flexible remote/on-site working

• Performance bonus based on individual and collective targets

• Great office at Plaça Catalunya: weekly breakfast, chill areas, terrace, and rooftop with a view

• A team that genuinely values respect and collaboration

Hours: Rotating shifts Monday to Sunday, 5 days/week, 40h/week.

Recruitment process

1. Video call with HR

2. Personality and reasoning tests (2 × 35 min, done from home)

3. Interview with the Support Manager and Director of Spain offices

4. Reference check

This position is not open to internships or work-study programs.