Customer Care Specialist

About the role

Spiko, founded in 2023, provides institutional-grade cash management to businesses, non-profits, financial advisers and fintechs, serving thousands of organisations across Europe. As Customer Care Specialist, you are the first point of contact for clients (individuals, corporates and institutional investors) and own the end-to-end client care experience, including first response time, resolution rate and customer satisfaction scores. You use AI extensively to deliver a scalable support experience.

Key responsibilities

• Respond to and manage inbound support requests across channels, resolving issues from individual, corporate and institutional investors across several European markets
• Triage and prioritise requests, escalating critical issues promptly
• Design, train and improve AI-powered support workflows for high-volume, low-complexity requests
• Collaborate on support documentation such as FAQs, help centre articles and response templates
• Use automated health scores and triggers to flag at-risk or growth accounts
• Gather client feedback to inform product and service improvements
• Run automated check-ins, educational content and in-app nudges to drive adoption across 5,000+ clients
• Identify recurring client experience pain points and propose improvements with Product, Engineering and Ops
• Build and refine internal playbooks and escalation procedures

Required profile

• 1-2 years in a support or customer care role, ideally in a startup, fintech or SaaS environment
• Excellent written and verbal communication, able to handle several conversations at once and explain complex topics simply
• Comfortable supporting clients across multiple European jurisdictions
• Empathetic, proactive and able to take ownership of the client experience
• Fluent French (native level) with excellent written skills; professional English
• Nice to have: another European language and experience with AI-powered support automation

Required skills

• Support tools such as Intercom, Zendesk or similar (a must)
• Experience with AI-powered support automation is a strong plus

What we offer

• Competitive salary plus stock options
• Hybrid work: 2 days per week and 1 full week per month in the central Paris office
• Health insurance fully covered by Spiko
• Latest-generation laptops and industry-leading software
• Monthly budget for perks of your choice
• 50% of public transport pass or the FMD mobility allowance
• Referral bonus, after-work drinks and offsites twice a year

Hiring process: screening interview, hiring manager interview, business case project, final interviews with the founders and reference checks. Candidates who fit the role even if their profile is not perfect are encouraged to apply.