Customer Care Specialist - French and English speaker

Descripción del puesto:

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