Customer Care / Customer Support Specialist

Job description

Our Mission Money sitting idle is money lost. We're fixing that. Founded in 2023 by Antoine and Paul-Adrien , Spiko gives businesses, non-profits, financial advisers, and fintechs access to institutional-grade cash management, via app or API. We are building the full infrastructure: issuing, operating, and distributing the products ourselves. Two years after launch, we serve thousands of organizations across Europe and process hundreds of millions of euros in flows every month. Netherlands is one of our priority markets for the next phase of growth. Our ambition: become the world's leading treasury management infrastructure in a market worth trillions. We are backed by Index Ventures, the CEO of Revolut, the founder of Kyriba, and the CTO of Wise. Spiko runs on excellence, transparency, and straight talk. The role: Customer Care Specialist As a Customer Care Specialist at Spiko, you are the first point of contact for our clients - individuals, corporates, and institutional investors across Europe. You own the end-to-end client care experience and are accountable for key satisfaction metrics, including first response time, resolution rate, and customer satisfaction scores. Every interaction, whether a simple question or a complex issue, is handled with speed, clarity, and care. You leverage AI extensively to deliver a best-in-class, scalable support experience. Key Responsibilities Customer Care Respond to and manage inbound support requests across channels, addressing queries from individual, corporate, and institutional investors across several European markets. Resolve client issues efficiently while maintaining timely follow-up to build trust and long-term satisfaction. Design, train, and continuously improve AI-powered support workflows to handle high-volume, low-complexity requests - freeing up your time for high-value client interactions. Triage and prioritize requests, ensuring critical issues are escalated and resolved promptly. Collaborate on the creation and maintenance of support documentation (FAQ, help center articles, response templates). Rely on automated health scores and triggers to flag at-risk or growth accounts at scale, minimizing manual review Gather and synthesize client feedback from both segments to inform product roadmap decisions and service improvements Broader client base (one-to-many): Design and execute scalable engagement strategies - automated check-ins, educational content, and in-app nudges - to drive adoption and satisfaction across our growing portfolio of 5,000+ clients without requiring individual touchpoints. Process Improvement Identify recurring pain points in the client experience and translate them into concrete improvement proposals Work closely with Product, Engineering, and Ops to prioritize and implement changes that reduce ticket volume and increase client autonomy Build and refine internal playbooks and escalation procedures so the support function scales smoothly as the client base grows Leverage AI tools to automate first-line support, analyze ticket trends, and proactively surface answers to clients before they need to reach out Who we're looking for Requirements (must-haves) 1 - 2 years in a support, or customer care role, ideally in a startup, fintech, or SaaS environment. Experience with support tools (Intercom, Zendesk, or similar) is a must. Excellent written and verbal communicator, comfortable handling multiple conversations simultaneously and able to explain complex topics simply and clearly Comfortable supporting clients across multiple European jurisdictions. Highly empathetic and service-oriented. You take pride in turning a frustrated client into a happy one and see every interaction as an opportunity to strengthen the relationship Proactive, reliable, and able to take ownership of the client experience while seeking feedback to improve quickly Excited about using AI to automate and scale support. Comfortable experimenting with new tools, building workflows, and iterating fast to improve efficiency Fluent in French (native level) with excellent written skills, and professionally proficient in English Nice to have Any additional European language is a strong plus. AI-powered support automation is a strong plus What we offer 💸 Competitive package: Competitve salary + competitive stock options 🏡 Hybrid work - Remote friendly (2 days per week & 1 full week per month) 🏥 Health insurance (Sidecare) - 100% covered by Spiko 💻 The best tech for your job: latest-generation laptops and industry-leading software 📍 Office: in central Paris 💳 Monthly Budget to cover different perks of choice 🚇 Transport: 50% of public transport pass covered or the Forfait Mobilités Durables (FMD) 👥 Referral Bonus 🎊 Social life: regular afterworks and biannual offsites Our hiring process Screening interview - 30 min with Thomas, Talent Acquisition Hiring Manager interview - 30 min online with Pierre - Head of Operations Business Case: To work on at home and present in person Final Interviews with the Founders Reference Check: we'll reach out to your references to gather further insights Offer 🎉 If something here doesn't match your résumé perfectly but you believe you'd thrive in this role, apply anyway. Tell us why.