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Customer Care & Success Manager
Full-time
About Spiko
Spiko gives companies of all sizes access to the best cash investment products, typically reserved for large corporations and institutional investors. Founded in mid-2023, Spiko is a fast-growing fintech now helping more than 2,000 companies put several hundred million euros in idle cash to work.
The Role
As a Customer Care & Success Manager, you'll own the quality of the client care experience and be accountable for key satisfaction metrics. You'll leverage AI extensively to deliver a best-in-class care experience at scale. Beyond support, you'll drive customer success: building relationships with key accounts, understanding their needs, and identifying expansion opportunities.
What You'll Do
Customer Care
Respond to and manage inbound support requests across channels, addressing queries from individual, corporate, and institutional investors across several European markets
Design, train, and continuously improve AI-powered support workflows to handle high-volume, low-complexity requests
Triage and prioritize requests, ensuring critical issues are escalated and resolved promptly
Collaborate on creation and maintenance of support documentation
Customer Success
Proactively monitor client health indicators to identify at-risk accounts or growth opportunities
Act as dedicated CSM for strategic clients — run business reviews, identify upsell opportunities
Design scalable engagement strategies for broader client base — automated check-ins, educational content, in-app nudges
Support & Operations Process Improvement
Identify recurring pain points and translate them into concrete improvement proposals
Leverage AI tools to automate first-line support, analyze ticket trends, and proactively surface answers
Build and refine internal playbooks and escalation procedures
Ideal Profile
1 to 3 years in a client-facing, support, or customer success role, ideally in a startup, fintech, or SaaS environment
Excellent communicator — comfortable handling multiple conversations simultaneously
AI & tools mindset: excited about using AI to automate and scale support
Fluent in French (native level) with professionally proficient English
Additional European language is a strong plus
