Customer Support-English-Speaking Markets | Afternoon Shift

At bsport we empower the Wellness Industry with an all-in-one platform that combines boutique fitness and advanced technology. Our platform enables our partners to manage their bookings, payroll, marketing and more, to streamline operations and boost their commercial success.

Join bsport at one of the most exciting stages of its journey: backed by €30 million in funding, the company is accelerating its international expansion and redefining the future of fitness and wellness tech.

The role

You are the first person a bsport client talks to, and you solve most of what they need on the spot. You close the day for bsport: when Barcelona logs off at 18:00, clients in New York are at lunch and clients in Los Angeles are starting their afternoon.

Role at a glance

• Team: Care, Level 1 support

• Reports to: Team Lead, Level 1 support

• Works with: Level 2 escalations, Account Management (North America), Onboarding, Quality Analyst

• Start: December 2026

• Schedule: full time, 40 hours, Monday to Friday. Shift: 13:00 to 22:00 Barcelona time (CET / CEST), 8 hours of work and a 1-hour lunch break. The shift is fixed, not rotating. Public holidays follow the Spanish calendar. No weekend rota: the late shift is your coverage contribution

• Location: Barcelona

• Setup: fully remote from Spain

Why this shift exists

About 70% of our US and Canada conversations arrive between 13:00 and 22:00 Barcelona time, and the European evening peak sits in the same window. Between 18:00 and 22:00 you and your shift partner are the human side of bsport support: everything Fin (our AI agent) hands off in that window is yours.

What you own

1. First contact on every conversation during your shift

   • Pick up Fin handoffs and new conversations in chat and email, with priority on North American clients from 15:00.

   • Solve standard requests: passes, subscriptions, bookings, members, invoices to members, branded app how-to, payment status.

2. Clean escalations

   • When a case needs a decision or an investigation, you escalate it to Level 2 with everything they need. Once the case is escalated correctly, Level 2 owns the client and the conversation until it is closed.

   • After 18:00 Level 2 and Account Management are offline: you tell the client when they will hear back, and you log a clear handover for the next morning.

3. Handover at 22:00

   • Leave the queue clean for the morning shift: no unanswered conversation older than your first-reply target, open cases annotated, urgent North American cases flagged for the 06:00 pickup.

4. Feedback

   • Flag recurring questions and missing help centre content, in particular what US and Canadian clients ask that the help centre does not answer.

Boundaries

• Level 2 escalations owns payment cases, app cases, quality and bug cases.

• Account Managers own commercial conversations (contracts, upsells).

Success measures

• Fin handoffs picked up within 15 minutes; first reply within 4 staffed hours.

• Queue handed over clean at 22:00 on a normal day.

• About 400 conversations a month at full productivity (from month 4).

• CSAT at 4.4 or above, measured separately on North American conversations.

• No conversation that asked for a person closed without a reply.

First 90 days

• Month 1: product training and shadowing on the day shift (09:00 to 18:00); first conversations with review.

• Month 2: move to the 13:00 shift alongside the current afternoon-shift specialist; autonomous on standard requests in English.

• Month 3: close to full productivity and on the quality bar; you can hold the evening alone when your shift partner is off.

Profile

Must have

• 1+ year in customer support, ideally for software.

• Native or fluent English; good written French or Spanish is a plus.

• Available for a fixed 13:00 to 22:00 shift, Monday to Friday, long term.

• Clear, warm writing; patient with clients under pressure.

• Comfortable learning a product in depth and working the evening with a small team.

Nice to have

• Fitness or wellness background; Intercom; experience with US or Canadian clients; a third language.

What We Offer

🤖 AI-powered, from day one
Your own Claude account and a monthly AI tools budget.

🩺 Your health comes first
Alan health insurance fully covered by bsport · DKV dental · mental health support · paid sick leave.

🧘 Move like the people we serve
Wellhub access to thousands of gyms, studios and wellness apps.

💳 Get more from your pay
Alan Flex: pay meals, transport and nursery from your gross salary, tax-free.

☀️ A great place to work, live and connect
15 extra days/year · Summer Fridays in August · an international team across Europe, the US and APAC.

We believe diversity makes us stronger and are committed to creating an inclusive workplace where everyone can do their best work.

If you require accommodations during the application or interview process, please inform us.