Customer Care Specialist (Fintech)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
TL;DR
Customer Care Specialist (Fintech): Delivering exceptional customer experiences for an AI-powered spend management platform with an accent on high-quality troubleshooting and cross-functional collaboration. Focus on resolving complex account issues, improving internal knowledge bases, and advocating for user needs to drive product enhancements.
Location: Must be based in Barcelona, Spain (Hybrid policy: up to 4 days remote per month + 3 non-consecutive weeks per year)
Company
is an AI-powered spend management and procurement platform that simplifies payment cards, expense management, and accounting automation for businesses.
What you will do
- Manage customer conversations across email and live chat with a focus on clarity, empathy, and resolution speed.
- Troubleshoot functional and configuration issues, reproduce bugs, and collaborate with stakeholders on fixes.
- Monitor and maintain team SLAs, including first response time, time to resolution, and CSAT.
- Improve internal runbooks and macros to drive consistency and self-serve resolution.
- Identify recurring user pain points and surface insights to inform product and UX improvements.
- Contribute to incident communications during system outages and coordinate updates.
Requirements
- 2+ years of customer support experience in a SaaS, fintech, or product-led company.
- Outstanding written communication in English and French.
- Strong troubleshooting mindset with the ability to document steps and hypotheses clearly.
- Familiarity with tools such as Zendesk, Intercom, Jira, Salesforce, Notion, or Slack.
- Process-oriented approach to improving documentation and quality standards.
Nice to have
- Experience in spend management, payments, cards, invoicing/AP, or expense workflows.
- Knowledge of KYC/AML, chargebacks, or payment rails.
- Experience working with B2B clients.
Culture & Benefits
- Flexible on-site and remote policy with 28 days of annual leave.
- Fully covered health insurance via Alan and meal vouchers (€6 per working day).
- 100% reimbursement for public transportation subscriptions.
- Mental health support through Moka.care.
- Latest Apple equipment and office snacks.
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