Team Lead User Care

As part of the Care Department, you will be leading & driving a team of user care specialists managing our SMB European customers. Today, this team is responsible for helping & supporting customers anytime they encounter an issue with our product, we are in charge of driving customer education as well as satisfaction.
- Your mission is to maintain and develop both a best-in-class support & service to make our customers happy while creating a culture of excellence in your team. You will be part of the Care Management team and provide continuous and constructive coaching to your team, as well as spearhead recruiting and onboarding efforts as needed.

**Key Responsibilities**:

- People development: Responsible for the ramp-up of new hires and continuous development of your team (individualized & team coaching), you will provide continuous feedback to your team member
- Support the team in their interactions with customers: You will help your team prepare, drive and follow up on customer discussions by providing them with guidance & advice
- Performance management: Responsible for the performance of your team you will build, implement & monitor tactical plans to make improvements if needed, you will also be in charge of time & accurate reporting of the team activity & performance
- Responsible for identification of training/enablement needed for their team, you will also build content & animate training on topics you are mastering
- Roadmap definition: You will be actively contributing to the definition of the roadmap of initiatives with a collaborative approach to put in place to help your team reach their objectives (CSAT above 4.5/5; Median First Response Time below 10 minutes; Contact Rate below 6.5%; Projects achievements)
- Hiring: Actively contribute to hiring the best talents for the User Care Team
- You will be handling directly customer requests for 20% of your time - this will help you remain connected to the day-to-day challenges of your team
- You will be the main point of contact for the Italian and Spanish Business Units.

**What we're looking for**:

- Fluent in written and spoken English - it is our business language
- Empathetic: You are passionate, and patient in order to provide a fantastic experience to your customers
- Customer Centric: You make sure Customer Care is at the center of our organization and the voice of our customers heard and understood
- Driver: You have a track record of driving and delivering results by bringing empathy, integrity, and humility into a hands-on style of leadership
- Team Player: You know that leaders eat last and you are putting your team's interest above yours
- Previous experience: You have at least 5 years of professional experience in Customer Service**About Spendesk**
- Spendesk is the 7-in-1 spending solution built for finance teams to make faster, smarter spending decisions. Founded in 2016, Spendesk is now one of the fastest-growing fintechs in Europe, with over 4,000 customers and an international team of 500+ employees based in Paris, Berlin, London, Hamburg, and remote. We’ve raised over €260M from leading investors, and been named a French tech unicorn. And we’re not stopping there

**About our people & culture**
- We believe that people do their best work when they’re given the freedom to thrive and grow. That’s why liberation is at the core of everything we do. We empower Spendeskers to take ownership of their work, to navigate ambiguity, and seize every opportunity. Spendeskers come from all over the world (35+ countries and counting) but we have plenty in common: we're bold, ever-curious, committed to kindness, and tackle every challenge with a positive mindset.

**About our benefits**
- Our culture is built on trust, empowerment, and growth — with benefits to match
- 100% reimbursed public transport to the office or bike perk of 30 Euro
- Latest Apple equipment (MacBook Air)
- 28 days of annual leave
- Monthly budget of €50 for wellness-related spending
- Access to Moka.care (platform for emotional and mental well-being)
- A friendly remote policy
- 3 days onboarding trip to Paris & access to our other offices across Europe
- Great office snacks to fuel your day
- A positive team to work with daily

**Diversity & Inclusion**
- At Spendesk, we're committed to fostering an environment where all differences are encouraged, supported and celebrated. We're building our culture for everyone, with everyone. Our goal is to attract and build a diverse, equal and inclusive team, where everyone feels welcome and we truly embrace and encourage people from all backgrounds to apply.