Bilingual SaaS Support Specialist

Spendesk, Inc.; Barcelona; Presencial; EUR 32.000 - 52.000; Jornada completa

Descripción de la vacante

Spendesk, Inc. is seeking a Customer Care Specialist who excels at delivering exceptional customer experiences. You will own conversations across email and live chat, troubleshoot issues, and advocate for customer needs while collaborating with Product, Engineering, and Ops to improve processes.

This hands-on role emphasizes high-quality troubleshooting, clear written communication, and proactive teamwork to ensure fast resolutions and customer satisfaction.

Formación

• 2+ years in customer support for a SaaS/fintech or similar product-led company.
• Outstanding written communication in English and French; German a plus.
• Collaborative mindset and strong team spirit.
• Strong troubleshooting mindset with clear documentation.

Responsabilidades

• Own customer conversations across email and live chat from first response to resolution.
• Troubleshoot functional, account, and configuration issues; reproduce bugs.
• Meet team SLAs and quality standards (FRT, TTR, CSAT, QA).
• Improve macros and runbooks to drive self-serve resolution.
• Surface insights for product improvements and UX fixes.
• Coordinate with Care Ops and BPO to align on process and quality.
• Contribute to incident communications during outages or degradations.
• Advocate for the voice of the customer in cross-functional forums.

Conocimientos

Customer support

Written English

Written French

Collaborative mindset

Troubleshooting

Empathy

Ownership

Documentation

Herramientas

Zendesk/Intercom

Jira

Salesforce

Notion

Slack

Descripción del empleo

Spendesk, Inc. is seeking a Customer Care Specialist who excels at delivering exceptional customer experiences. You will own conversations across email and live chat, troubleshoot issues, and advocate for customer needs while collaborating with Product, Engineering, and Ops to improve processes.

This hands-on role emphasizes high-quality troubleshooting, clear written communication, and proactive teamwork to ensure fast resolutions and customer satisfaction.