Customer Experience

About Tuyo Our mission is to help people move forward in their financial life. We are a small and very technical team in Madrid, and we serve thousands of customers in more than 130 countries.

We are building the future of money. Tuyo works like a bank account inside your phone, but with no bank in the middle. You keep control of your own money at all times.

We do not compare ourselves to other companies in Madrid or the US. We compare ourselves to the best companies in the world, and we are trying to do things nobody has done before.

The job You talk to our customers every day. Your job is to make that experience far better than anything people expect from a financial product.

What That Looks Like

• Answer every message that comes in by chat and email. The easy ones and the scary ones. With more care than people expect.
• Find the real answer. Our product sits between crypto and banking: self-custody wallets, stablecoins, bank accounts (IBANs) and cards. When a transfer is stuck, you will learn to follow it on the blockchain, work out where it actually failed, and explain it.
• Own the whole experience, not just the inbox. The help center, the way we write, our internal guides, our tone.
• Bring what you learn back to the product. You are the closest person to our customers. Our engineers sit one desk away, and we act on what you tell them.
• Decide what support at Tuyo should become as we grow, and then build it.

Who We Are Looking For We care much more about who you are than about where you have worked.

Must have

• Real care for people. You want to help, and you help more than anyone expects. This is the whole job.
• Excellent writing. You can explain something difficult in simple words to someone who is worried, and still sound like a human being.
• Real curiosity. You want to know how things work, and you are happy to become technical fast.
• Attention to detail. You check before you answer.
• Honesty. “I don't know, let me find out” is always a good answer. We prefer it to an answer that sounds confident and turns out to be wrong.
• Good English, written and spoken. You will talk to customers and write documentation in English every day.
• High standards. You set them for yourself. Nobody has to ask you.

Where you might be coming from Support or customer service at a product you loved. Hospitality: a good hotel or a good restaurant, where you learned what looking after someone really means. Operations, compliance, or a technical help desk. Or something completely different.

Nice to have

• You already understand wallets, stablecoins, blockchains (Ethereum, Base) and how on-chain transactions work.
• You have used block explorers, DeFi apps or on-chain analytics.
• You have worked with support tools like Intercom or Zendesk, or built a help center from zero.
• You have worked in KYC/AML, disputes or chargebacks.
• You speak Spanish, or another language.

Before you apply We would rather tell you this now than after you join.

This is not a nine-to-five job. We expect you to be fully involved and to really care about what we are building. The way we work is very different from the normal way of working in Spain. We are a small team doing something hard, and everyone here is fully in.

We pay at the top of the market. We also expect more from you than a normal job, and we give you far more ownership. The salary above is real and public. So is the equity: it is a real share of the company. Equity is not common in Spain and it is easy to underestimate, so we will explain exactly what you get.

What you get back: a beautiful office in Madrid, a very talented and kind team, a real say in what this company becomes, and a share of it.

Tuyo is not for everyone, and not everyone is for Tuyo. That is fine. If you read this and it puts you off, that is better for both of us. If you read it and it sounds like the most interesting job you have seen in a long time, write to us.

Salary 35-55K EUR + 0.2-0.3% equity

Location Fully on-site at our office in Madrid.