Customer Care Agent

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 

• In this role, you will:

  • 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.
  

As we are an international team, please submit your application and CV in English.

About Spendesk
Spendesk is the AI-powered spend management and procurement platform that transforms company spending. By simplifying procurement, payment cards, expense management, invoice processing, and accounting automation, Spendesk sets the new standard for spending at work. Its single, intelligent solution makes efficient spending easy for employees and gives finance leaders the full visibility and control they need across all company spend, even in multi-entity structures. Trusted by thousands of companies, Spendesk supports over 200,000 users across brands such as SoundCloud, Gousto, SumUp, and Bloom & Wild. With offices in the United Kingdom, France, Spain and Germany, Spendesk also puts community at the heart of its mission.

For more information: www.spendesk.com/press

About our people & culture
We believe that people do their best work when they’re given the freedom to thrive and grow. That’s why liberation is at the core of everything we do. We empower Spendeskers to take ownership of their work, to navigate ambiguity, and seize every opportunity. Spendeskers come from all over the world (35+ countries and counting!) but we have plenty in common: we're bold, ever-curious, committed to kindness, and tackle every challenge with a positive mindset.

About our benefits
Our culture is built on trust, empowerment, and growth — with benefits to match!

• Flexible on-site and remote policy (up to 4 days per month + 3 non-consecutive weeks per year)

• Alan health insurance (fully covered by Spendesk)

• Meal vouchers through Edenred (€6 per working day)

• 100% reimbursement on public transportation subscription

• Access to Moka.care for emotional and mental health wellbeing

• 28 days of holidays

• Latest Apple equipment

• Great office snacks to fuel your day

• A positive team to work with daily!

Diversity & Inclusion

At Spendesk, we're committed to fostering an environment where all differences are encouraged, supported and celebrated. We're building our culture for everyone, with everyone. Our goal is to attract and build a diverse, equal and inclusive team, where everyone feels welcome and we truly embrace and encourage people from all backgrounds to apply.