Customer Service Agent

The Magnific Universe continues to expand!

At Magnific, we provide support to users and clients in a fast-moving product environment, with AI integrated into our day-to-day support work. We're looking for a Customer Service Agent to join our team and deliver excellent, resolutive, and personable support, with a special focus on B2B / Enterprise clients.

About the Role

As a Customer Service Agent, you'll be on the front line of contact with our clients, combining customer care, technical troubleshooting, and the use of AI tools applied to support. Your mission: deliver a fast, clear, and friendly support experience, especially for B2B / Enterprise accounts.

If you enjoy solving problems, communicating clearly, and working in a dynamic, AI-supported environment, this role is for you.

What You'll Do

Multichannel Support Management

• Manage multichannel support cases (email, chat, AI/Fin) through Salesforce.

• Resolve issues related to subscriptions, billing and payments, credits, our Fair Use Policy, and technical product matters.

B2B / Enterprise Client Support

• Support and guide B2B / Enterprise clients, maintaining a professional, resolutive tone aligned with agreed service commitments (SLAs).

• Escalate complex cases appropriately, coordinating with other teams (Product, Tech, Billing) to ensure a fast resolution.

Continuous Improvement

• Identify recurimprovements.

• Maintain the team's quality standards (QA) and actively contribute to feedback and continuous improvement.ring patterns or issues and propose process, documentation, or automation.

What We're Looking For

Experience & Skills

• Very high level of English (C1 or above), written and spoken. Essential: you'll work daily with international clients, many of them B2B / Enterprise accounts.

• Previous experience in customer support, with experience handling B2B / Enterprise clients being especially valued (higher-volume accounts, demanding tone and response times).

• Excellent written communication: able to explain technical or billing matters clearly, empathetically, and precisely.

• Ability to manage a high volume of cases with autonomy, judgment, and a strong sense of priority.

• Comfortable working with digital tools and quickly learning new systems (Salesforce, AI applied to support, etc.).

Nice to Have

• Technical knowledge of automation: Zapier, Make, scripts, macros, or experience optimizing support workflows.

• Basic knowledge of graphic design or creative tools (Photoshop, Illustrator, Figma, generative AI for image/video), useful for better understanding our products and supporting our creative user base.

• Previous experience in SaaS environments or high-volume digital products.

What We Offer

• Be part of a growing Customer Service team, with modern processes and AI support in your day-to-day work..

• A dynamic environment, with products that are constantly evolving

• Ongoing learning and development opportunities.

• In-house English and Spanish lessons..

• Remote or hybrid work model and real flexibility.

• Private health insurance

• Subsidy for mental health and psychological support.

• 23 days of vacation + December 24th and 31st off

• Day off on your birthday

• Fully stocked office canteen with soft drinks, natural juices, snacks, fruit, and more.

• Free lunch at the office.

• We're a Great Place to Work! 93% of employees think this is a great place to work.

Diversity & Inclusion

At Magnific Company, creativity thrives through diversity.

We're committed to equal opportunities regardless of gender, sexual orientation, skin color, age, religion, or any other non-professional factor - ensuring fairness and inclusion at every stage of our hiring process.

Join the Magnific Universe

Be part of a company that's redefining how the world creates - at scale - through AI and innovation.

Apply now and help our clients get the best support experience Magnific has to offer.