Customer Success Support Specialist (Spanish Speaking) at Hiya

CUSTOMER SUCCESS SUPPORT SPECIALIST (SPANISH SPEAKING) LONDON | 1–3 YEARS EXPERIENCE THE ROLE We’re growing fast in Spain and rethinking how support works at Hiya. Right now, our team handles a high volume of customer issues. At the same time, we’re building a more scalable, AI-driven support model. This role is key to making that happen. You’ll start by getting hands-on with real customer problems then quickly grow into helping us improve how support works at scale. WHAT YOU'LL DO - Resolve customer issues across Spanish and English markets (accounts, registrations, billing, product usage) - Troubleshoot problems end-to-end, understanding what’s broken and how to fix it - Decide when to solve independently vs escalate - Spot patterns in customer issues and flag recurring problems - Help improve how we handle support, from documentation to workflows to automation - You'll have real autonomy, work cross-functionally with Product and Engineering, and directly influence how the product evolves based on what you're hearing from customers every day. What We're Looking For This role is for someone early in their career who wants to learn fast and take ownership. - Fluent Spanish + strong English - 1–3 years experience in SaaS or tech support - Experience with tools like Zendesk, Intercom, or Salesforce - Comfortable troubleshooting product issues (not just responding to tickets) - Basic understanding of how software works (APIs, integrations — no coding needed) You’ll do well here if you: - Like figuring things out, not just passing them on - Take responsibility for solving problems - Communicate clearly and confidently - Thrive in a fast-moving, sometimes ambiguous environment Benefits - 25 holiday plus bank holidays - Opt in salary sacrifice pension scheme (company full 4% of basic salary contribution) - Paid parental leave - Private medical insurance through Vitality (including dental & vision) - Employer-paid life insurance 2x base salary - Donation Matching for a charity of your choice (up to $1,000/ year) - WFH equipment stipend - $1,000/year in Professional Development funds - Lunch provided on in- office days This position is based in London, UK. Office post code: W1F 8WE ABOUT US Voice is the most human way to communicate — but spam, scams, and AI manipulation have made people afraid to pick up the phone. We're changing that. Hiya's AI technology analyses billions of calls every month, protecting hundreds of millions of users and partnering with carriers like AT&T, EE, and Virgin Media O2 to make voice trustworthy again. We're a fast-growing, people-first company that values clear thinking, ownership, and diverse perspectives. If you want to work on a problem that genuinely matters — and shape where it goes next — we'd love to hear from you.