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Spendesk is seeking a Customer Care Specialist to deliver exceptional support experiences and drive continuous improvement across their customer support operations. This hands-on role focuses on resolving customer issues quickly while maintaining high quality standards and advocating for customer needs internally.
You will own customer conversations across email and live chat from first response through resolution, with emphasis on clarity, empathy, and speed. Key responsibilities include troubleshooting functional, account, and configuration issues; reproducing bugs and collaborating with stakeholders on escalations; monitoring team SLAs and quality metrics (first response time, resolution time, CSAT, QA); and maintaining internal documentation and macros to improve self-serve resolution.
You'll identify recurring issues and surface insights that inform product improvements and UX fixes, partner with Care Operations and BPO teams to ensure consistent customer experiences, and contribute to incident communications during outages. You'll also champion the voice of the customer in cross-functional forums and participate in continuous improvement initiatives.
The ideal candidate has 2+ years in customer support for a SaaS, fintech, or similar product-led company. You must have outstanding written communication in English and French, with German as a plus. You bring a collaborative mindset, strong troubleshooting ability, empathy under pressure, and familiarity with modern support tools (Zendesk, Intercom, Jira, Salesforce, Notion, Slack). Experience with spend management, payments, cards, invoicing, KYC/AML, or B2B is a plus.
