Customer Support Specialist

About Equito:

Equito is a disruptive Spanish start-up operating in the real estate and fintech space. Our mission is to make real estate investment accessible to everyone, allowing users to invest from €100 in just 2 minutes and receive monthly rental income.

You download the app, choose a property, invest from €100, and start receiving rental income every month.

Equito is responsible for sourcing real estate assets, structuring investment opportunities, executing renovations, managing rentals, and distributing monthly income.

We are a team of 38 people. Our app has over 270,000 downloads, and more than €33,000,000 has already been invested through the platform.

As a Customer Support Specialist, you will be the first point of contact for our investors and a key part of the Customer team.

Your mission will be to ensure high-quality support, manage daily customer operations, and provide valuable insights from user interactions to continuously improve the overall investor experience.

Your responsibilities:

• Handle user inquiries via email, chat, and phone using tools like Zendesk, ensuring timely and high-quality responses.

• Troubleshoot user issues (e.g., account setup, transactions, rent distribution) and escalate complex cases when needed.

• Guide users through the platform, helping them understand the investment process and their portfolio.

• Maintain and update support materials such as FAQs, help center articles, and automated responses.

• Collect and share user feedback to support product and service improvements.

• Monitor key support KPIs (response time, resolution time, customer satisfaction).

• Identify recurring issues and collaborate with Product, Tech, and Operations teams to improve processes.

• Contribute to making customer support more efficient, scalable, and data-driven.

What we’re looking for:

• 1–2 years of experience in customer support, ideally in fintech, proptech, or digital platforms.

• Background in Communications, Marketing, or similar (or equivalent experience).

• Fluent Spanish and advanced English required.

• Experience with customer support tools (Zendesk, Intercom, Freshdesk or similar).

• Comfortable working with basic data (Excel, reports, KPIs).

• Interest in using AI tools to improve daily workflows.

• Excellent written and verbal communication skills.

• Hands-on, proactive, and solution-oriented mindset.

• Curious, resourceful, and eager to learn.

What do we offer?

• An experience in a fast-growing start-up.

• A competitive gross salary based on the experience of the candidate.

• Work with a young and dynamic team.

• Learning budget so you can continue developing your skills.

• Hybrid workplace, with the option to work from home one day per week between Tuesday and Thursday.

• Ticket restaurant through a flexible compensation plan that enables you to optimize taxes by allocating part of your salary to meals.

• Private health insurance, available after your probation period.