Hey there! Looking for your next step in the world of Customer Support & Success? 💫

🎯 About the Role: Support & Training - Customer Success

Hi there! 👋
At Loyal Guru, we are looking for a Support & Training Customer Success Specialist to join our team and deliver an exceptional experience to our clients. You will be responsible for supporting 5-10 accounts, ensuring proper guidance, problem resolution, and impactful training sessions.
You will work closely with our Support & Customer Success Manager to keep our clients happy, engaged, and fully supported 😉

💜 About Us

Loyal Guru helps enterprise retailers unlock the full potential of customer loyalty. Our SaaS platform centralizes millions of data points in real time, enabling retailers to execute high-precision loyalty, personalization, and monetization strategies.
We are rapidly growing across Europe and LATAM, and we're looking for talented, driven people who want to grow with us 🚀

🌟 Day to day @ Loyal Guru

In your day-to-day, you will:

• Answer, manage, and resolve tickets in JIRA efficiently and with a customer-first mindset.

• Be the frontline of our Help Center, responding to any customer request or inquiry.

• Prepare custom reports and analyses to help clients improve their loyalty program performance.

• Coordinate with clients to understand campaign objectives, prepare configurations, and execute them in the platform.

• Analyze campaign results and suggest optimizations to improve outcomes.

• Prepare and deliver training sessions on different modules of our platform.

• Collect customer feedback and contribute ideas to help shape future product improvements.

🔐 Information Security & Data Protection (ISO 27001)

As part of the role, you will also:

• Handle customer data, reports, and ticket information securely and in strict compliance with GDPR and internal security policies.

• Ensure no sensitive customer information is shared through unauthorized channels.

• Immediately report any suspected security incident, data leakage, or anomaly following internal procedures.

• Use only approved communication channels (JIRA, Help Center, internal tools).

• Participate in security and data protection training.

• Ensure that all documentation and training materials are stored securely, preventing exposure of sensitive data.

✅ Your Profile

• 1-2 years of experience in Customer Support, Service, or Training roles.

• Previous experience in SaaS B2B companies is highly valued.

• English proficiency is mandatory.

• Strong Excel skills; other analytical tools are a plus.

• Proficiency in Spanish.

• Bachelor's degree in business, economics, or a related field.

• Strong analytical mindset and great attention to detail.

• Excellent communication skills and a customer-oriented attitude.

Security-related knowledge, as well as other required competencies, will be assessed during the interview process.

🎁 Perks of being a Loyal Guru

💙 What makes working at Loyal Guru special?

🌟 Flexibility & Work-Life Balance

• Flexible working schedule.

• Reduced working hours on Fridays and throughout August.

• Day off on your birthday 🥳

• Hybrid model.

• 25 vacation days.

🚀 Professional Growth

• Annual budget for training and language classes.

• Clear growth path within the team and company.

💖 Wellness

• Access to Wellhub and BH Bienestar.

• 50% discount on private health insurance (Sanitas).

🎉 Team Culture

• Frequent team buildings and great vibes 🍕🍻

Ready to join us?

If you are passionate about customer support, have strong analytical and communication skills, and want to be part of a growing SaaS company... we'd love to meet you! 🙌