Support Agent and Customer Success Specialist

At Winning Consulting, we are looking for a Customer Success Specialist to join our teams at a major international bank. You will be part of the technical support team for a global supply chain finance platform, ensuring an excellent experience for suppliers and working closely with commercial and operations teams. Madrid Hybrid.

Responsibilities

• Act as the main point of contact for Spanish and english speaking suppliers using the financing platform (onboarding, queries, follow-up).
• Provide day-to-day support on the use of the platform: navigation, functionalities, incidents and FAQs.
• Coordinate with internal technical and operations teams to resolve issues within agreed SLAs.
• Support commercial teams in the roll-out of new programmes and in the management of existing portfolios.
• Monitor activity and basic KPIs related to supplier usage and satisfaction.
• Maintain and update user guides, FAQs and training materials for suppliers.
• Assist with data checks, documentation and administrative tasks linked to programme management.
• Proactively identify recurring issues and suggest improvements to processes and customer journeys.

Required Skills

• 2+ years’ experience in customer service roles, ideally in financial services or B2B environments.
• Strong service orientation and experience dealing directly with external clients or suppliers.
• Nice to have experience in banking, payments, trade finance or supply chain finance.
• Good command of office tools (Excel, Outlook, PowerPoint) and web-based platforms; ticketing experience is a plus.
• Very good English - Spanish

🌐 About Winning Consulting

Winning Consulting supports clients with consulting, training, staffing and research, applying scientific thinking and proven methods to deliver measurable value in their digital andorganizationall transformations.