As a User Operations Analyst at Spendesk, you will play a central role in optimizing user support processes and managing user support tools (bot training, help center, escalation procedures). In the context of outsourcing support, you will be responsible for training and the continuous improvement of user service solutions, ensuring operations run efficiently while maintaining a high level of customer satisfaction. You will be in charge of complex cases needing an action in internal tools. You will work closely with various teams to ensure service continuity and alignment of processes with the company’s strategic objectives.

Key Responsibilities 

• Operations and quality management: Act as a liaison with the outsourced partner and the Customer Service Quality Manager to ensure high standards. Oversee training and quality audits, and analyze feedback to optimize processes.
  
• AI Bot training support: Contribute to training and the continuous improvement of bots. Review bot performance, incorporate feedback from the outsourced partner, and optimize automated interaction processes.
  
• Systems integration and software development: Collaborate with Product and Software Engineering teams to ensure continuity and integration of AI tools with existing systems. Ensure the implementation of new features in coordination with the Product & Engineering (PDE) team.
  
• Knowledge base management: Enrich and keep the help centre content up to date. Develop troubleshooting guides and run training sessions to ensure smooth adoption of tools and processes by the outsourced partner and internal teams.
  
• Ticket management: Own end-to-end resolution of complex enquiries requiring execution in internal tools, and close collaboration with cross-functional teams (Engineering, Banking/Operations, Compliance).

What we're looking for

• Proven expertise with modern customer support stacks (e.g., Zendesk, Intercom, Salesforce Service Cloud), including ticket taxonomy and classification, macros and views, routing/SLA rules, and end-to-end QA workflows.
  
• Curious and motivated in operating and improving support bots/AI, covering intent modeling, training data curation, conversation design, prompt iteration, and performance analysis (containment/deflection, handoff accuracy), with closed-loop feedback from BPO partners.
  
• Practical knowledge of systems integration and automation: designing and maintaining API/webhook–based data flows across bots, help center, and CRM; building robust automated workflows using tools such as Zapier, Make, Workato, or native rules.
  
• Project and program management capabilities: scoping, detailed planning, milestone and dependency management, and on-time cross-functional delivery across training, quality audits, knowledge content, and tool integrations.

Skills

• Customer empathy and service mindsetBalancing efficiency with high-quality, empathetic support; ensuring solutions protect customer trust and outcomes.
  
• Cross-functional collaborationWorking seamlessly with other department such as Product, and Engineering to align priorities, remove blockers, and close the loop on recurring issues.
  
• Communication and enablementClear written documentation, training delivery, and change management to ensure smooth adoption of tools and processes (FR/EN proficiency is a strong plus).
  
• Analytical problem-solvingHypothesis-driven approach to diagnose issues quickly and recommend actionable, measurable fixes.
  
• Prioritization under pressureManaging competing escalations and operational work while maintaining quality and deadlines.
  
• Ownership and accountabilityProactive follow-through on escalations, QA actions, and content/integration updates; transparent status reporting.

Technical

• Knowledge base managementStructuring, writing, and maintaining help center content; taxonomy and versioning; setting governance for updates and measuring deflection.
  
• Process design and continuous improvementMapping processes, identifying bottlenecks, implementing SOPs/runbooks, and applying Lean/Kaizen/5 Whys for root cause analysis.
  
• Data analysis and reportingComfort with spreadsheets and BI (SQL/Looker/Tableau or similar) to track and analyze KPIs: CSAT, FRT, AHT/ART, resolution rate, recontact, backlog health, deflection, quality scores.
  

Nice to have

• Vendor/BPO partnership managementDriving performance with SLAs/OLAs, QBRs, calibrations, enablement plans, and continuous improvement cycles.
  
• Governance and compliance awarenessSensitivity to data privacy, access controls, auditability, and risk when handling user data and automations.

As we are an international team, please submit your application and CV in English.

About Spendesk
Spendesk is the AI-powered spend management and procurement platform that transforms company spending. By simplifying procurement, payment cards, expense management, invoice processing, and accounting automation, Spendesk sets the new standard for spending at work. Its single, intelligent solution makes efficient spending easy for employees and gives finance leaders the full visibility and control they need across all company spend, even in multi-entity structures. Trusted by thousands of companies, Spendesk supports over 200,000 users across brands such as SoundCloud, Gousto, SumUp, and Bloom & Wild. With offices in the United Kingdom, France, Spain and Germany, Spendesk also puts community at the heart of its mission.

For more information: www.spendesk.com/press

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!

• 4 days per month remote (non-accumulative) and 3 full weeks remote per year (non-consecutive)
• Access to Moka.care for emotional and mental health wellbeing
• Access to Vendredi allowing us to change the world
• Latest Apple equipment
• 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.