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Customer Care Agent

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Spendesk

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Location:
Spain , Barcelona

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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.

Job Responsibility:

  • 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

Requirements:

  • 2+ years in customer support for a SaaS, fintech, or similar product-led company
  • Outstanding written communication in English and French
  • 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
  • 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

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
  • Additional languages (especially German)
What we offer:
  • 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

Additional Information:

Job Posted:
January 06, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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