About Routal

Routal is driving a revolution in last-mile logistics, where low emissions, resource optimization, and process automation converge in a unified platform. Born in 2020, our SaaS platform is a work in progress, evolving daily to provide customers with the ultimate last-mile delivery experience.

Our mission is to offer affordable tools that empower companies of all sizes to enhance their field operations. Routal’s Planner, our platform, allows companies to plan deliveries, optimizing routes and boosting driver performance.

We recognize that significant goals require an exceptional team. We're on the lookout for passionate individuals who strive to be the best in their field every day. Join us, and together, let's redefine logistics!

About the role

As a pivotal member of the Routal team, the role of Customer Experience Specialist is at the forefront of delivering exceptional service to our valued clients. You will be the go-to person for addressing operational queries swiftly, ensuring our clients receive timely and effective support. Proactively engaging with customers, you'll play a crucial role in maximizing their success by offering guidance, solving issues, and educating them on optimizing their businesses with our innovative tools.

What you’ll be doing

• Responsive Support: Address client queries swiftly and efficiently, ensuring they receive immediate assistance with operational matters.
• Customer Success: Proactively engage with customers to understand their needs, offering guidance and solutions to maximize their success with our products and services.
• User Education: Guide users through the features and capabilities of SmartMonkey's tools, empowering them to manage their businesses more effectively.
• Onboarding and Engagement: Develop and refine onboarding processes to ensure a smooth transition for clients, fostering ongoing engagement and satisfaction.
• Issue Anticipation: Identify and address potential issues before they escalate, demonstrating foresight and taking preemptive measures to uphold customer satisfaction.
• Cross-Functional Collaboration: Collaborate seamlessly with Sales, Marketing, and Product teams, ensuring effective communication and alignment to achieve overall customer success.
• Feedback and Improvement: Monitor client feedback closely, providing valuable insights to suggest improvements that enhance the quality of our services.
• Best-in-Class Service: Uphold our commitment to delivering top-notch service, striving for excellence in every interaction to build lasting customer loyalty.
• Passion for Teamwork: Bring your enthusiasm for teamwork to the table, actively contributing to the cultivation of a strong Customer Success "brand" across the entire organization.

What you need

• Native/Proficient English Speaker
• Native/Proficient Spanish Speaker
• Exceptional Communication Skills
• Organizational Proficiency
• Empathetic Approach
• Problem-Solving Aptitude
• Residence in Barcelona or nearby
• Work visa in Spain

Nice to have

• Previous experience working in start-up environments
• Prior experience in similar customer-focused roles
• Knowledge of additional languages beyond English and Spanish

What can you expect

• Flexible Work: Experience a hybrid model for remote and in-office collaboration.
• Permanent Contract: Enjoy stability and growth with a permanent employment opportunity.
• Dynamic Team Culture: Join a small, young and dynamic team that actively engages in various activities, fostering a vibrant work environment.

We are a growing company based in Barcelona. We despise bureaucracy and rigid processes, embracing a continuously evolving approach to our work. We love what we do and are eager to expand. You will be a crucial part of our success.

Routal is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We encourage you to take your time to get to know us better by visiting our website at https://routal.com and exploring our presence on social media.

Join us and let’s make this together!