We are a neobanking startup working in the Spanish market, on a mission to redefine the way people build savings, manage unexpected expenses, and interact with money - all via a fully digital, transparent, and user-centric experience. As we scale, we are looking for a strategic and hands-on Customer Service Manager to lead our support operations and ensure our customers receive world-class assistance every step of the way. Pre-launch, help design and execute the overall customer service strategy aligned with company goals. With time (after a year or more) - build, lead, and mentor a high-performing, multilingual customer support team. Post-launch, perform/oversee replies, day-to-day operations of customer support via chat, email, social media. Implement and optimize help desk software and CRM tools. Ensure at first 9h of customer support per working day, and later 24/7 service coverage (as the business scales). ● Customer Experience Pre-launch, help build out the Customer Service Guidebook, and any other knowledge base and self-service tools to empower customers. Alongside compliance and the MLRO, ensure customer service processes align with Spanish and EU financial regulations, including PSD2 and GDPR. Coordinate with the legal and compliance team to handle KCY / AML / fraud, as well as complaints and dispute resolution professionally and in line with regulations. 1+ years of experience in customer service (ideally fintech b2c). ● Deep understanding of customer-centric digital support tools and strategies. ● Fluent in Spanish and English (written and spoken); other EU languages (especially Portuguese, Italian, Greek) are a plus. ● Familiarity with regulatory obligations in Spain/EU financial services is desirable. ● Strong analytical mindset with experience using tools and data to optimise / drive decisions. Competitive holidays. ● Flexible/remote working setup. ●