Customer Success Specialist (Intercom)

At Finsolutia, we are looking for a Customer Success Specialist (CSS) to support our growing portfolio of mortgage brokers and help them make the most of our specialized SaaS platform.
You will be the go-to person for our clients — guiding them through onboarding, sharing best practices, and helping them unlock the full potential of our solution.

A great CSS is empathetic, organized, and communicative — someone who loves connecting with people, simplifying complex information, and helping customers succeed.

Ready to come aboard?

We are committed to nurturing talent, fostering a vibrant company culture, and improving the mortgage lending journey for organizations across Europe.

What’s your role in this journey?

• Intercom Expertise: Manage and optimize customer communication via Intercom — including chat, automations, and help center — to deliver efficient and personalized support.

• Customer Onboarding: Lead and support onboarding sessions for new clients, ensuring a smooth and engaging start on the platform.

• Training & Webinars: Deliver online training sessions and product webinars to present new features and ensure customers stay up to date with platform developments.

• Customer Support & Guidance: Address client questions and issues quickly, with empathy and clarity.

• Product Adoption: Promote feature adoption by helping customers discover relevant functionalities that bring them value.

• Customer Feedback: Act as the voice of the customer, sharing insights with product and tech teams to continuously improve the platform.

What do we expect from you?

• Fluency in Portuguese (PT), at native level.

• Excellent communication and presentation skills — confident in leading meetings, webinars, and product demos.

• Strong knowledge and hands-on experience with Intercom (mandatory).

• Organized, proactive, and able to multitask in a dynamic SaaS environment.

• Excellent written communication skills, with the ability to translate complex topics into clear, simple, and user-friendly content, leveraging AI-based tools to enhance communication, automate responses, or create educational materials.

• Minimum 1+ year of experience in Customer Success, Customer Support, or another client-facing role, ideally in SaaS, Fintech, or Proptech industries.

What are your Bonus Points?

• Fluency in Spanish, verbal and written.

• Familiarity with mortgage, consumer, or automotive credit solutions and their legal framework.

• Experience working with SaaS platforms integrated with marketplaces, data providers, or payment gateways.

• Relevant training or certifications in Customer Success

About Us

Finsolutia stablished in the world of credit servicing and has since evolved into a leader in mortgage technology, transforming the way mortgage ecosystems are managed.

Headquartered in Madrid and Lisbon, our team of over 400 highly skilled professionals combines deep expertise with cutting-edge, AI-driven technology to deliver tailored, end-to-end mortgage solutions. 

We empower organizations of any size with innovative technology and specialized business expertise to streamline mortgage loan processes, unlocking efficiency and fueling growth through leading technical solutions powered by artificial intelligence. 

Know more about Finsolutia here: https://www.finsolutia.com/  

We hereby inform you that the personal data collected through this means is solely and exclusively intended for the management of the recruitment process in question and will be processed and stored by Finsolutia, S.A., or another company within the Group, in accordance with Regulation (EU) 2016/679 of 27 April 2016 on Personal Data Protection for a period of 5 years, after which it will be permanently deleted. We further inform you that the data subject will have free access to their personal data and may request its update, rectification, or deletion by simply sending us a written request to:

Data Protection Officer

dpo@finsolutia.com