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 collabora

📌 Customer Care Specialist (Barcelona)
🏢 Spendesk
📍 Barcelona