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About the role
Key responsibilities & impact- 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).
- Proactively monitor client health indicators to identify at-risk accounts or growth opportunities across segments.
- Gather and synthesize client feedback from both segments to inform product roadmap decisions and service improvements.
- Act as the dedicated CSM for our most strategic clients - build deep relationships, run regular business reviews, proactively identify expansion and upsell opportunities, and ensure they get maximum value from Spiko's products.
- 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.
- Identify recurring pain points in the client experience (common support tickets, confusing product flows, documentation gaps) 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.
Requirements
What you’ll need- Academic background: degree from a university or business school, ideally with a focus on business, communications, or management - but we're open to other backgrounds if you're empathetic, sharp, and eager to learn.
- Experience: 1 to 3 years in a client-facing, support, or customer success role, ideally in a startup, fintech, or SaaS environment.
- Experience with support tools (Intercom, Zendesk, or similar) and AI-powered support automation is a strong plus.
- Skills: you're an excellent communicator - both written and verbal. You're comfortable handling multiple conversations simultaneously and can explain complex topics simply and clearly.
- Market: comfortable supporting clients across multiple European jurisdictions. Experience in fintech is a plus, but not required - we'll get you up to speed. What matters most is a genuine interest in our space and products.
- Mindset: you're 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.
- Autonomy: you're proactive, reliable, and able to take ownership of the client experience while seeking feedback to improve quickly.
- AI & tools mindset: you're excited about using AI to automate and scale support. You're comfortable experimenting with new tools, building workflows, and iterating fast to improve efficiency.
- Languages: fluent in French (native level) with excellent written skills, and professionally proficient in English. Any additional European language (Spanish, Italian, German…) is a strong plus.
Benefits
Comp & perks- Competitive package: salary + stock options
- Office: in the heart of Paris, 2nd arrondissement
- Remote work: up to 2 days per week and/or one full remote week per month
- Best-in-class set-up: latest-generation MacBook, etc.
- Health insurance: 100% covered by Spiko
- Benefiz: flexible meal vouchers and perks in one app.
- Social life: regular afterworks and biannual offsites
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
AI-powered support automationclient-facing supportcustomer successsupport documentationclient health monitoringengagement strategiesticket trend analysissupport tools
Soft Skills
excellent communicatorempatheticservice-orientedproactivereliableownership of client experienceability to handle multiple conversationssimplifying complex topics