SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: EUR 30,000 - 0 / annual
Satispay is a fintech platform empowering over 6.5M users by making financial services easy and accessible. Starting with payments, the company has expanded into benefits, investing, and cards, with a mission to build the most loved financial platform in the world.
As Senior Customer Care Specialist, you will manage complex multi-channel customer cases while driving continuous improvements to support processes and maintain high customer experience standards.
Key Responsibilities:
- Oversee high-priority and complex ticket workflows across email, chat, and other platforms for assigned products, maintaining strict SLA compliance to optimize customer experience and reduce wait times.
- Execute proactive outbound calls for customer insights, CSAT/feedback collection, and retention activities according to predefined procedures.
- Serve as a third-level escalation point, coordinating directly with internal teams to resolve critical or highly specialized customer cases.
- Structurally collect and monitor feedback on product functionality, recurring issues, and unmet customer needs. Identify pain points in the customer journey and report anomalies or ticket spikes to project teams, QA, and WFM.
- Monitor customer reviews across multiple platforms, deliver qualified responses, and utilize sentiment analysis tools to identify trends. Draft periodic reports with improvement proposals.
- Contribute actively to creation, maintenance, and continuous improvement of product-specific knowledge base articles.
- Own secondary strategic tasks such as deep dives on main contact drivers and proposing workflow enhancements to boost NPS.
The role is hybrid with three days per week in-office (Tuesday, Thursday, plus one day of your choice), with flexibility to request additional remote time. Satispay offers private health insurance, psychological support, stock options, meal vouchers, professional development programs, language courses, unlimited PTO, enhanced parental leave, and relocation support.
Requirements:
- In-depth knowledge and application of policies and procedures on specialized topics (e.g., Welfare, Privacy, Invest).
- High proficiency with major CRM tools and solid Excel skills.
- Strong numerical orientation and solid understanding of core Customer Care KPIs (CSAT, First Reply Time, Average Handling Time, NPS, Resolution Time).
- Fully comfortable with and enthusiastic about conducting outbound calls to gather insights, drive retention, and solve high-priority customer cases.
- Ability to transform customer pain points into structured feedback for product teams while collaborating seamlessly across departments.
- Problem-solving and communication skills.
