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Customer Care Specialist - French and English speaker

Spendesk

Barcelona, Barcelona, SpainJobNo compensation foundPosted 1mo agoVerified open 6 days ago
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At a glance

Compensation
No compensation found
Location
Barcelona, Barcelona, Spain
Work Authorization
Not specified

Job overview

Spendesk is hiring a Customer Care Specialist - French and English speaker. Spendesk is seeking a Customer Care Specialist to deliver exceptional customer experiences. This role involves troubleshooting, clear written communication, and proactive collaboration with Product, Engineering, and Operations teams. The specialist will be responsible for owning customer conversations, identifying recurring issues, and contributing to continuous improvement initiatives.

Key focus areas include Own customer conversations across email and live chat, from first response to resolution, Troubleshoot functional, account, and configuration issues; reproduce bugs, and Collaborate with various stakeholders for escalations and fixes.

Successful candidates bring 2+ Years Customer Support Experience. Important skills include Troubleshooting, Communication, Empathy, English, French, and Collaborative Mindset. Preferred (not required): Exceptional Customer Experiences, Proactive Collaboration, Clarity, and Speed.

Skills & qualifications

RequiredNice to have

Skills

TroubleshootingCommunicationEmpathyEnglishFrenchCollaborative MindsetTeam SpiritPatience Under PressureZendesk/IntercomJiraSalesforceNotionSlackProcess-OrientedImproving DocumentationImproving Quality StandardsStrong Sense of OwnershipExceptional Customer ExperiencesProactive CollaborationClaritySpeedSLA MonitoringMacrosInternal RunbooksProduct ImprovementsUX FixesProcess AlignmentIncident CommunicationsVoice of the CustomerContinuous ImprovementGermanSpend ManagementPaymentsCardsInvoicing/APExpense WorkflowsKYC/AMLChargebacksPayment RailsB2B

Qualifications

2+ Years Customer Support ExperienceExperience in SaaSExperience in FintechExperience in Product-Led Company

Full job description

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.

You've read the whole posting — now see how you match it.

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Customer Care Specialist - French and English speaker | Olive Jobs