Senior Customer Care Representative

About the role

As a Senior Customer Care Representative at satispay, you will manage complex, multi‑channel customer cases and drive continuous improvements to our support processes. You will act as a key point of escalation and help shape the overall customer experience for our fast‑growing financial platform.

Key responsibilities

• Oversee high‑priority ticket workflows across email, chat and other channels while meeting strict SLA targets.
• Conduct proactive outbound calls for insights, CSAT collection and retention activities.
• Serve as a third‑level escalation point, coordinating with internal teams to resolve critical cases.
• Collect and analyse feedback on product functionality, reporting trends and anomalies to project and QA teams.
• Monitor customer reviews, perform sentiment analysis and draft improvement proposals.
• Contribute to and maintain product‑specific knowledge‑base articles.
• Lead secondary strategic tasks such as deep‑dives on contact drivers and workflow enhancements to boost NPS.

Required profile

• Problem‑solver with a strong sense of ownership and teamwork.
• In‑depth knowledge of specialised policies (e.g., welfare, privacy, investing).
• High proficiency with major CRM tools and solid Excel skills.
• Strong numerical orientation and understanding of core KPIs (CSAT, FRT, AHT, NPS, resolution time).
• Comfortable conducting outbound calls to gather insights and retain customers.
• Ability to translate customer pain points into structured feedback for product teams.

Required skills

• CRM tools
• Excel

What we offer

• Private health insurance, psychological support and mental‑health workshops.
• Stock option plan, meal vouchers and relocation assistance.
• Professional development programs, internal mobility and language courses.
• Unlimited PTO, hybrid working policy and flexible hours.
• Enhanced parental leave and additional leave for child sickness.