Customer Operations & Chatbot Analyst (Remote in Spain)

What's Barkibu? 🐾

Barkibu is a pet-insurance company built to ensure dogs and cats receive the veterinary care they need, without the burden of high costs. We dream of a world where every pet can access high-quality care free from financial barriers, and we support pets and their families so they can live joyful, healthy lives together.

Our Client Operations combine Customer Care, our chatbot Bai (via email and WhatsApp), and efficient processes to deliver a smooth experience. Now we’re looking for someone with experience in Customer Care + Conversational AI (chatbots) to help us build the next level of service.

🧩 Your day to day

• Provide support and resolve user inquiries with empathy, efficiency, and high quality.
• Audit and analyze Bai (our chatbot) conversations to detect errors, bugs, or opportunities for improvement.
• Optimize conversational flows to reduce escalations.
• Analyze, understand and categorize pet parent questions and data to identify trends, needs, and improvement opportunities.
• Participate in cross-functional projects, especially those involving AI configuration and pet parents’ experience.
• Document learnings and improvement opportunities to ensure company-wide sharing and scaling.

💡 What we’re looking for

• You are passionate about pets ❤️.
• 2+ years of experience in customer care, ideally in environments with bots/AI agents.
• Hands-on experience with chatbots/prompts.
• Well-organized, methodical and efficiency-oriented.
• Strong analytical mindset to review conversations and metrics and turn them into actionable insights.
• Excellent level of Spanish and very good level of English are required. Other European languages would be a plus.
• You are a proactive, curious and happy professional who wants to learn and share with the team. You are a team player, humble and with high ethical standards.
• Excellent written and verbal communication skills.

What are we offering?

• Competitive salary based on your skills and experience 💰
• Permanent contract (40h/week) 📄
• Remote work from anywhere in Spain 🏡
• Great work-life balance ⚖️
• We’ve got your back when it comes to leveling up your skills, with time and money to help you do it 📚
• Take time off when you need it, with 23 days of annual leave 🌴
• Free online English, French, Italian, Portuguese or German classes to brush up on your skills 🗣️
• We've got your health covered with private health insurance 🏥
• Monthly financial aid for gym, physiotherapy and therapy 🧘
• Tax-free benefits: restaurant, kindergarten and transportation credit card 💳
• Your pet (dogs and cats) will be covered with Barkibu pet insurance 🐾
• Bonus Referral Program 🎁
• Start date: as soon as possible 🚀

*We commit to diversity, equity and inclusion.

To Apply, please submit your cv and also fill in this short survey: https://barkibu1.typeform.com/to/j4LRnv76