We are looking for a Senior Customer Support Executive to join our team, working on-site from our Barcelona office. In this role you will be a key member of our Customer Support function, contributing directly to our goals and working closely with talented colleagues across the business.
This is a hands-on role with real ownership and impact. You will apply your skills in Customer Support, Communication and CRM to solve interesting problems, ship work you can be proud of and help us raise the bar for what we do. You will collaborate with cross-functional teams, share your ideas openly and have the support you need to do your best work and grow along the way.
You will bring around 6 to 10 years of relevant experience and strong, practical knowledge of Customer Support, Communication and CRM. Just as important are clear communication, sound judgement, attention to detail and the ability to collaborate effectively with people across different teams and backgrounds. Experience leading projects, mentoring others and influencing decisions will set you up for success in this role.
Within your first few months, you will get up to speed with our products, processes and people, build strong working relationships across the team, and begin taking ownership of your own work. Over time, you will have the opportunity to deepen your expertise, take on broader scope and grow your career with us as the company continues to scale.
In return, we offer a supportive, inclusive and collaborative environment, competitive pay, meaningful benefits and the chance to do work that genuinely matters. We care about our people, invest in their growth and want everyone here to be able to do the best work of their careers.
If this sounds like you, we would love to hear from you. Orbit Holdings is an equal-opportunity employer: we welcome applicants of all backgrounds and are committed to building a diverse team and an inclusive workplace where everyone can thrive. Apply today and tell us why you would be a great fit.
Responsibilities
As a Senior Customer Support Executive at Orbit Holdings, you will play a central role within our Customer Support function and take ownership of a broad and varied set of responsibilities. Working alongside a collaborative, motivated team, your day-to-day duties will include, but are not limited to, the following:- Translate strategy into concrete plans and measurable outcomes for the team.
- Make and clearly communicate well-reasoned decisions, including difficult trade-offs.
- Guide customers through onboarding, configuration and best practices to drive adoption and value.
- Track account health and identify opportunities for expansion and advocacy.
- Collaborate cross-functionally to advocate for customer needs and improve the overall experience.
- Diagnose and resolve issues effectively, escalating complex cases with clear, complete context.
- Proactively reach out to customers to ensure they are successful and to prevent churn.
- Identify recurring problems and share actionable feedback with product and engineering teams.
- Maintain high levels of customer satisfaction and consistently meet response and resolution SLAs.
- Document interactions, issues and resolutions accurately in the support and CRM systems.
- Respond to customer queries promptly, professionally and empathetically across all support channels.
- Contribute to process and tooling improvements that make support faster and better.
- Build trusted, long-term relationships that turn customers into loyal advocates.
- Build and maintain help articles, FAQs and knowledge-base content for customers and colleagues.
- Plan and manage your workload to balance quality, speed and competing demands.
- Participate constructively in team meetings, stand-ups, planning sessions, demos and retrospectives.
- Bring energy, curiosity and a solutions-focused mindset to everyday challenges.
- Handle confidential and sensitive information with discretion, care and integrity at all times.
- Contribute to a culture of accountability, learning from mistakes and celebrating shared wins.
- Represent the team and the company professionally in internal and external interactions.
- Collaborate respectfully and effectively with colleagues across teams, functions, time zones and locations.
- Communicate progress, risks and blockers clearly and proactively to your manager and relevant stakeholders.
- Contribute actively to a positive, inclusive, supportive and collaborative team culture.
- Adapt to changing priorities and remain calm, focused and effective in a fast-moving, evolving environment.
- Support onboarding, knowledge-sharing and documentation so the wider team can learn, scale and succeed.
- Continuously develop your skills, seek feedback and stay current with the latest developments in your field.
- Take full ownership of your work, manage your own priorities and consistently deliver to a high standard and on time.
- Ensure your work meets agreed quality, compliance and security standards before it is considered complete.
What we're looking for
6-10 years of professional experience in a Customer Support Executive or similar roleStrong working knowledge of Customer Support, Communication and CRM
Bachelor's degree in Business Administration (Master's preferred)
Excellent communication, problem-solving and teamwork skills
Benefits
At Orbit Holdings, we believe that looking after our people is the foundation of doing great work. We offer a comprehensive, thoughtfully designed benefits and perks package that supports your health, your finances, your growth and your life outside of work. When you join us, you can expect the following:- A results-focused environment that values outcomes and impact over hours logged at a desk.
- A dedicated annual learning and development budget you can spend on courses, books, certifications and conferences.
- Full sponsorship for relevant professional certifications, memberships and qualifications.
- Regular recognition and appreciation for great work, both publicly and privately.
- Generous, fully paid parental leave for all new parents, supporting you through one of life's biggest moments.
- Comprehensive medical, dental and vision insurance for you and your dependants, so you and your family are well looked after.
- Company-funded health insurance with access to a wide network of hospitals and clinics, plus an annual preventive health check-up.
- Recognition of personal milestones with celebration leave and thoughtful gestures.
- Generous referral bonuses for helping us find and hire other great people to join the team.
- A flat, low-ego environment where good ideas can come from anyone and are acted upon.
- The chance to do meaningful, high-impact work alongside talented, friendly, humble and ambitious colleagues.
- Wellness perks such as gym and fitness-membership support, plus wellbeing initiatives throughout the year.
- Commuter, transport and travel support to make getting to and from work easier and more affordable.
- a generous annual leave allowance well above the statutory minimum, plus public holidays, because rest and time to recharge are essential to doing great, sustainable work.
- Flexible working hours that let you do your best work while balancing your personal life and commitments.
- Personal accident and term life insurance providing financial protection and peace of mind for you and your loved ones.
- A culture that actively encourages experimentation, stretch projects and learning from both wins and mistakes.
- Hybrid and remote-friendly working options, with the trust and autonomy to manage your own time and output.
- A real commitment to diversity, equity and inclusion, with employee resource groups and an open, respectful culture.
- Additional wellbeing and volunteering days each year to look after yourself and give back to your community.
- Regular team lunches, celebrations, offsites and social events that make work more fun, human and connected.
- A modern, well-equipped office in a convenient location, with snacks, great coffee and plenty of collaborative space.
- Structured mentorship, regular feedback and clear, transparent career-progression frameworks to help you grow.
Education
Bachelor's degree in Business Administration (Master's preferred)