Customer Care 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

We’re looking for a Customer Care Specialist who is passionate about delivering exceptional customer experiences. You’ll be the face of our support team, helping users get unstuck quickly, advocating for their needs internally, and continuously improving our processes and knowledge.

This is a hands‑on role focused on high‑quality troubleshooting, clear written communication, and proactive collaboration with Product, Engineering, and Operations.

Key Responsibilities

• Own customer conversations across email and live chat, from first response to resolution, with a focus on clarity, empathy, and speed.
• Troubleshoot functional, account, and configuration issues; reproduce bugs; and collaborate with various stakeholders for escalations and fixes.
• Monitor and meet team SLAs and quality standards (first response time, time to resolution, CSAT, Quality Assurance).
• Maintain and improve macros, and internal runbooks to drive self‑serve resolution and consistency.
• Identify recurring issues and surface insights that inform product improvements and UX fixes.
• Partner with Care Operations and BPO teams to align on process and quality, ensuring consistent customer experiences.
• Contribute to incident communications during outages or degradations, coordinating updates and resolutions.
• Champion the voice of the customer (VoC) in cross‑functional forums and participate to continuous improvement initiatives.

What we're looking for

• 2+ years in customer support for a SaaS, fintech, or similar product‑led company.
• Outstanding written communication in English and French; additional languages (especially German) are a plus.
• Collaborative mindset and strong team spirit.
• Strong troubleshooting mindset: ability to break down problems, test hypotheses, and clearly document steps and findings.
• Empathy and patience under pressure; you keep users informed and confident even when issues are complex.
• Familiarity with modern support and collaboration tools (e.g., Zendesk/Intercom, Jira, Salesforce, Notion, Slack).
• Process‑oriented, with experience improving documentation and quality standards.
• Strong sense of ownership: you make sure to handle ticket resolution and satisfaction.

Nice to have

• Experience in spend management, payments, cards, invoicing/AP, or expense workflows.
• Knowledge of KYC/AML, chargebacks, or payment rails.
• Experience in B2B.