Customer Care Specialist - French and English speaker
About this role
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.
Company at a glance
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 is proud to have over 200,000 users across France, the UK, Germany and Spain.
Spendesk also puts community at the heart of spend management. Spendesk-backed CFO Connect is the largest finance community in Europe with more than 12,000 members. Learn more: http://www.cfoconnect.eu/
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