ppWe’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. /ppThis is a hands‑on role focused on high‑quality troubleshooting, clear written communication, and proactive collaboration with Product, Engineering, and Operations. /ph3Key Responsibilities /h3ulliOwn customer conversations across email and live chat, from first response to resolution, with a focus on clarity, empathy, and speed. /liliTroubleshoot functional, account, and configuration issues; reproduce bugs; and collaborate with various stakeholders for escalations and fixes. /liliMonitor and meet team SLAs and quality standards (first response time, time to resolution, CSAT, Quality Assurance). /liliMaintain and improve macros, and internal runbooks to drive self‑serve resolution and consistency. /liliIdentify recurring issues and surface insights that inform product improvements and UX fixes. /liliPartner with Care Operations and BPO teams to align on process and quality, ensuring consistent customer experiences. /liliContribute to incident communications during outages or degradations,



coordinating updates and resolutions. /liliChampion the voice of the customer (VoC) in cross‑functional forums and participate to continuous improvement initiatives. /li /ulh3What we're looking for /h3ulli2+ years in customer support for a SaaS, fintech, or similar product‑led company. /liliOutstanding written communication in English and French; additional languages (especially German) are a plus. /liliCollaborative mindset and strong team spirit. /liliStrong troubleshooting mindset: ability to break down problems, test hypotheses, and clearly document steps and findings. /liliEmpathy and patience under pressure; you keep users informed and confident even when issues are complex. /liliFamiliarity with modern support and collaboration tools (e.g., Zendesk/Intercom, Jira, Salesforce, Notion, Slack). /liliProcess‑oriented, with experience improving documentation and quality standards. /liliStrong sense of ownership: you make sure to handle ticket resolution and satisfaction. /li /ulh3Nice to have /h3ulliExperience in spend management, payments, cards, invoicing/AP, or expense workflows. /liliKnowledge of KYC/AML, chargebacks, or payment rails. /liliExperience in B2B. /li /ul /p #J-18808-Ljbffr

📌 Customer Care Specialist (Barcelona)
🏢 Spendesk
📍 Barcelona