Customer Support in Madrid

Join the Customer Experience team in Madrid as the front line for traders moving across crypto, stocks, forex, commodities and pre-IPO markets that never close. You will be the person users reach when a deposit, order or withdrawal needs explaining, and the one who turns a confusing moment into a resolved one. This is hands-on, in-office work on a platform we have been building since 2018.

This role is based in our Madrid office. The desk runs on Central European Time and covers the IBEX 35 and Spanish equities, but Madrid also does something no other European office does for us: it is the Spanish language bridge to Latin American traders, whose day begins as the European session is winding down.

About CoinUnited.io

CoinUnited.io is a crypto-powered trading platform, building since 2018, with teams across 19 countries. We give traders one account to reach global markets around the clock: crypto, stocks, indices, forex, commodities and pre-IPO.

What you'll do

• Respond to user questions across live chat, email and social channels with accurate, easy-to-follow answers.
• Help traders understand deposits, withdrawals, orders, leverage and account access, and walk them through fixes step by step.
• Diagnose issues, reproduce what the user is seeing, and escalate cleanly to risk, dealing or engineering with the detail those teams need.
• Track each conversation through to resolution so nothing is dropped during round-the-clock market hours.
• Spot recurring questions and pain points, and share that signal with product and operations to reduce future tickets.
• Keep help articles, canned responses and internal notes current as products and features ship.

What success looks like

In your first six months

• You handle the core support queues independently, resolving common issues without needing to escalate.
• You consistently meet the team response time and customer satisfaction targets across chat, email and social.
• You have flagged at least a few recurring user problems that led to a fix, a clearer help article or a process change.

What you'll bring

Must-have

• Clear, warm written communication and the patience to explain things simply under pressure.
• Comfortable working in a fast-moving, 24/7 environment, including some shift coverage across evenings, weekends or holidays.
• Strong attention to detail and the discipline to follow a problem through to resolution.
• Fluent written English, with additional languages a real plus given our global user base.

Nice-to-have

• Familiarity with crypto, trading platforms or financial products.
• Experience with help desk or ticketing tools such as Zendesk or Intercom.
• Comfort reading basic logs or transaction records to investigate an issue before escalating.

Why join us

• Real ownership from day one, with small teams and fast decisions.
• Front-row exposure to 24/7 global markets at a fast-growing platform.
• An international team across 19 countries.
• Pay benchmarked to your local market, reviewed as you grow.

The essentials

• In-office in Madrid. Full-time. Customer Experience team.
• We hire for potential. If this role excites you and you meet most of the requirements, we want to hear from you.
• Our process: apply, a short intro call, a practical task or interview, and a final conversation with the team.