Customer Support Specialist

Customer Support Specialist

ABOUT US

In 10 years, all companies will operate a non-financial system. As we see it, it's either Dcycle or bust.

Sustainability should not be a cosmetic exercise. Dcycle is the startup born to make that happen.

Amidst the regulatory, financial, and technical maze that has attempted to equate sustainability with Non-Financial Statements, the industry has made access to information more complex. When faced with a black box, the keyholder becomes indispensable. In this context, the only way to elevate sustainability to the level it deserves is

by adding transparency and eliminating all the bullshit

At Dcycle, we are determined to fulfill a mission :

giving companies control over sustainability

And we are building an amazing team to make it happen.

YOUR JOB

At Dcycle, we aim to redefine the role of

Customer Support

transforming it from a background function into a vital bridge between departments. Our goal is to create a stronger product, provide more focused client education, and accelerate growth, ultimately tripling our client base in the near future.

As a Support Agent, you will oversee the entire support pipeline, from ticket creation to resolution, using our CRM system. You will communicate clearly and professionally with customers, making complex issues easy to understand, exceeding expectations. You'll also handle unanswered inbound calls from clients, ensuring that we meet service level agreements (SLAs). In addition, you'll collaborate closely with our Product and Engineering teams to flag bugs, suggest improvements, and escalate complex cases when needed.

In this role, you will lead process optimization and drive efficiency to new heights. You'll document solutions, contribute to our Knowledge Base and internal documentation, and create dynamic reports and dashboards that surface key insights—helping us continuously improve and evolve.

If you're passionate about AI and cutting-edge technologies, this is your chance to make a real impact. You'll explore AI tools and workflows that revolutionize how we operate, scaling our capabilities like never before.

WHAT ARE WE LOOKING FOR?

General skills

Excellence in communicating and problem-solving, mentality of fixing what is broken.

Highly organized and detail-oriented

Very high energy.

Autonomy.

Ownership.

Accountability.

Attention to detail (you'll showcase it by sending a perfect resume only in PDF)

Effective communication with the team.

Fast learning.

Great sense of humor.

Strong attitude.

Fluency in written and spoken English.

Technical Skills

2+ years of experience in a customer support role within a SaaS environment, with a strong understanding of customer needs and support systems.

Advanced skills in working with CRM tools such as Zendesk or HubSpot.

Strong ability to analyze data, create real-time dashboards, and generate insights that drive action.

A continuous improvement mindset, with a passion for optimizing workflows and creating efficiencies.

A collaborative approach, willing to work cross-functionally to achieve results and improve processes.

Eager to take on new challenges and grow within the company, with the potential to lead a customer support team in the future.

WHAT DO WE OFFER?

23 vacation days.

7 days of team-building per year.

Cobee card.

Subsidized training.

Competitive gross annual salary.

When you will do it

Full-time, 40 hours per week, Monday to Friday (flexible start between 8 : 00 - 9 : 30 and end between 17 : 00 - 18 : 30), with an early finish at 15 : 00 on Fridays.

In one month…

You will have completed our best-in-class onboarding, designed to ensure your success from your first day. It will include working on practical sustainability cases to better understand our customers' daily challenges, meeting with key people, and understanding our objectives and the way we do things at Dcycle.

You will start discovering our Digital Product philosophy, and we will introduce you to all the teams at Dcycle.

You will start making an impact through your daily job, we want you to be confident and start contributing from day one.

You will always be surrounded by colleagues who will support you every step of the way.

In three months…

By now, you will feel like a full-fledged member of the team. You will have already made an impact at Dcycle through being fully autonomous in technical support frontline.

You will realize that you are in an extremely demanding, dynamic, and creative environment, surrounded by highly talented people who genuinely care about your growth. You will receive continuous coaching through weekly 1 : 1s.

Most importantly, you will feel part of something important : your job will have a meaning; your colleagues will become close friends and you will notice that you have no idea about a lot of things you thought you knew. Learning will become an everyday task.

In six months…

You will feel that Dcycle has changed your professional life forever.

Bold statements, we know—but this is

literally

what 100% of the people who have been in your position have felt.

Your mindset as a Customer Support Specialist will have been completely reshaped. In just six months, you will have learned what might otherwise take you years.

You will no longer be a padawan—you will have become a Jedi Master .

Nothing will ever feel the same again. You will feel ownership of your role, excited about future challenges, and motivated by the ones you have already overcome.

Oh And you'll have attended your first team building. Twice a year we go crazy and have fun somewhere in the nature. Last team building, we went to the mountains in Asturias and did a 7-hour hike. It was well worth it ;)

OUR CULTURE

The people who belong in Dcycle are :

Number 1

Willing to pay the price to become better, passionate about what we do, energetic, and hungry for challenges.

We fix what's broken

with autonomy and responsibility.

We take humor seriously

spending time together is a pleasure.

Intelligent

we learn quickly, are versatile, and technically brilliant at something.

The people who belong in Dcycle act :

With confidence

whether acting autonomously or seeking opinions and getting involved; we value feedback as the only way to grow.

Guided by metrics

we rely on key metrics to evaluate our efforts.

Close to the customer

we maintain constant, iterative conversations with our customers and prospects to learn from our experiments (both about the problems and the solutions we create).

By taking risks

we understand that failure is the price of learning.

This creates our competitive advantage, which makes us win since :

We are

faster.

We are

more demanding.

We are

bolder.

#J-18808-Ljbffr