Customer Support Specialist

Customer Support Specialist

Merkle, a dentsu company, powers the experience economy. For more than 35 years, we have put people at the heart of its approach to digital business transformation. With more than 16,000 employees, Merkle operates in 30+ countries throughout the Americas, EMEA, and APAC. For more information, visit www.merkle.com.

Your Role

At Merkle, we are transforming international trade by empowering small and medium-sized enterprises with a seamless and intuitive digital platform. Our mission is to simplify global commerce, and our Customer Support team is at the heart of that mission—ensuring that every user feels supported, heard, and successful in their journey with us.

We're looking for a dedicated Customer Support Specialist to deliver exceptional service experiences; someone who is passionate about helping users and thrives on solving problems efficiently, empathetically, and with a high standard of excellence.

As part of your daily work you will:

• Deliver outstanding support to users via chat, email, phone, and video.
• Own customer issues end-to-end, ensuring resolution and proactive communication throughout.
• Provide clear, thoughtful, and user-friendly guidance for technical and platform-related inquiries.
• Document common issues and contribute to internal knowledge bases.
• Assist new users during their onboarding journey with clear explanations and helpful materials.
• Conduct one-on-one video walkthroughs or calls when needed.
• Ensure users understand how to leverage the platform to meet their business goals.
• Maintain touchpoints with active users to ensure satisfaction and platform adoption.
• Identify at-risk users and work to re-engage them with tailored support.
• Partner with internal teams (Product, Sales, Success) to share insights and improve the user experience.

Key Qualifications

Fluency in English and Spanish (written and spoken) is required. Portuguese is highly desirable, and proficiency in additional languages is considered an asset. A minimum of 5 years of experience in customer support, onboarding, account management, or a related field—preferably within SaaS, B2B, or international trade. Exceptional communication skills, with the ability to translate complex concepts into clear, user-friendly language. Proven experience providing support via phone, video conferencing, and live chat in a professional setting. Strong attention to detail.

Comfortable working with digital tools, including CRM platforms, chat systems, and help desk software. Familiarity with compliance-related processes such as reviewing sanctions, adverse media, or risk flags is a plus, particularly in regulated or global business environments. Demonstrates empathy, patience, and a proactive approach to customer engagement and satisfaction.

A Few of Our Benefits

Whether it's the joy of working with people at the top of their game or the Merkle social calendar, people love working here – and we hope you will too.

• Attractive and competitive salary
• Flexible hybrid home office work conditions.
• Spanish/English lessons
• Free life and health insurance
• Career development through Dentsu University and LinkedIn Learning
• Day off on your birthday
• Annual wellness days
• Merkle Care Employee Assistance Program
• Merkle Benefits Club
• 2 volunteering days per annum
• Flexible salary remuneration scheme

Inclusion and Diversity

Our diverse and inclusive culture enables our employees to bring their whole selves to work and be proud of doing so. For us, this is the foundation for great innovation which, in turn, generates better outcomes for our people, partners, and communities. This is why we encourage applications from people with disabilities, and of all ages, nationalities, backgrounds, and cultures.

About dentsu

Taking a people-centered approach to business transformation, we use insights to connect brand, content, commerce, and experience, underpinned by modern creativity. As part of Dentsu Group Inc., we are headquartered in Tokyo, Japan and our 65,000 employee-base of dedicated professionals work across four regions (Japan, Americas, EMEA and APAC). Dentsu combines Japanese innovation with a diverse, global perspective to drive client growth and to shape society. Diversity, equity, and inclusion sits at the heart of our Social Impact strategy – our fully integrated sustainability strategy which includes our ambition to build a fair and more equal society, where everyone is equipped to thrive.

Location: Barcelona

Brand: Merkle

Time Type: Full time

Contract Type: Permanent