About us:

Ferrovial is one of the world’s leading infrastructure operators, committed to developing sustainable solutions.

Our company operates in more than 15 countries and has a workforce of over 24,000 professionals worldwide. Ferrovial is listed simultaneously on 3 stock markets: USA (Nasdaq), the Netherlands (Euronext Amsterdam), and Spain (IBEX 35), and is a member of the Dow Jones Sustainability Index and FTSE4Good.

The aim of Ferrovial Corporation is to design the Company's strategy, establishing global policies, guidelines and action guides related to the different functional areas of the Organization (Internal Audit, Finance, Human Resources, Legal, IT, Innovation, etc.), which subsequently are developed and adapted to the specificities of each Business Unit. Additionally, it performs a function of providing corporate services to the different companies of the group, while consolidating its information.

Job Description:

We are seeking an experienced and motivated Customer Success Specialist to manage our customer interactions and inject customer success to our growing culture. This role will report directly to the Chief Operations Officer (COO) and will involve close collaboration with our marketing, finance, and product management teams. The ideal candidate will be a creative problem solver, a critical thinker, and thrive in a fast-paced environment. They will be adept at evaluating the customer experience and implementing innovative solutions that put the customer first.

Essential Duties and Responsibilities:

• Develop and implement customer support triage strategies and playbooks to highlight the importance of the customer experience with our products.

• Provide customer support techniques and strategies for team members, increasing brand perception and satisfaction for customers.

• Monitor performance metrics and support ticket trends to evaluate the effectiveness of the support team and proactively highlight insights that inform business decisions.

• Work closely with the marketing team to design a unified customer experience and assist with customer success through surveys and promotions.

• Build and track budgets, forecast expenses, and ensure financial efficiency.

• Partner with product managers to provide customer insights and contribute to features designed to improve the customer experience.

• Create and maintain a knowledge base of customer support topics and FAQs.

• Handle escalated customer concerns in a professional and timely manner.

• Maintain up-to-date knowledge of industry trends and best practices in customer support.

Qualifications (Knowledge, Skills & Abilities):

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required to fulfill those duties. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience:

• 3-5+ years of experience in customer support or customer success, with at least 2 years in a supervisory role.

• Proven experience working with international teams and managing cross-cultural communication. Our support extends to Spanish speaking customers.

• Experience working in a start-up environment, demonstrating the ability to think critically and adapt to a fast-paced and dynamic setting.

• Proficiency in using customer support software and tools.

Professional Qualities:

• Strong leadership and team management skills.

• Excellent communication and interpersonal skills.

• Patience, empathy, and professionalism

• No-task-is-too-small perspective, willing to step in and contribute across the organization.

Computer Skills:

• Proficiency in using customer support software and tools such as ServiceNow, Zendesk, etc.

• Must be able to demonstrate computer proficiency, especially as to Microsoft Excel, Word and Power Point and other PC based programs

Work Environment & Physical Demands:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually quiet

• Minimal travel would be required

• The employee must occasionally lift and/or move up to 10 pounds

• Specific vision abilities required by this job include ability to adjust focus, as necessary to use a computer

• While performing the duties of this job, the employee is regularly required to talk or hear.

• The employee is frequently required to stand, walk and sit