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 support experiences for a spend management platform with an accent on troubleshooting complex account and configuration issues. Focus on maintaining high quality standards, advocating for user needs, and collaborating with product and engineering teams to drive continuous improvement.
Location: Must be based in Barcelona
Company
is Europe’s leading AI-powered spend management and procurement platform, simplifying company spending for businesses with up to 1,000 employees.
What you will do
- Manage customer conversations across email and live chat, ensuring clarity, empathy, and speed.
- Troubleshoot functional and account issues, reproduce bugs, and coordinate with stakeholders for resolutions.
- Monitor and meet team SLAs, including first response time, resolution time, and CSAT.
- Maintain and improve internal documentation and macros to drive self-serve resolution.
- Identify recurring issues and provide insights to inform product and UX improvements.
- Contribute to incident communications and champion the voice of the customer in cross-functional forums.
Requirements
- 2+ years of experience in customer support for a SaaS or fintech company.
- Outstanding written communication in English and French.
- Strong troubleshooting mindset with the ability to test hypotheses and document findings.
- Familiarity with support tools like Zendesk, Intercom, Jira, Salesforce, Notion, or Slack.
- Process-oriented mindset with experience in improving quality standards.
- Strong sense of ownership and ability to handle complex issues under pressure.
Nice to have
- Experience in spend management, payments, cards, or expense workflows.
- Knowledge of KYC/AML, chargebacks, or payment rails.
- Experience in B2B environments.
- Proficiency in German.
Culture & Benefits
- Work in a collaborative, team-oriented environment.
- Opportunity to influence product development through customer insights.
- Focus on professional growth and taking ownership.
- Part of a leading European fintech company with a strong community focus.
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