Customer Care Manager - French Market

[OUR MISSION AND CUSTOMERS] We are creating the freedom for SMEs to succeed by delivering Europe's leading finance workspace with banking at its core, augmented by financial tools. We are proud to be rated 4.7 on Trustpilot,based on 60,000 reviews. Our cultureputs customer satisfaction at the core of what we do, as proven by our Net Promoter Score of 75 (more about our culture here).

[OUR JOURNEY] Founded in 2016 and launched in 2017 byAlexandre and Steve, Qonto has grown to 1,700 Qontoers serving over 750,000 customers across 8 European countries. We have been profitable since 2023, and we are just getting started.

[OUR BELIEFS] We hire for skills and potential. With 80+ nationalities, 45% women, of which 56% of women in our leadership team, diversity isn't a program; It's who we are. We've built a discrimination-free hiring process because the best teams are built on merit.

[AI AT QONTO] AI is deeply embedded in how we work (here) - Every Qontoer gets unlimited access to the best AI tools. We want people who experiment without waiting for permission, push AI beyond the obvious, know when to trust it, and when to question it.

→ What you'll do

• Resolve customer issues with a personal touch: Understand each request, listen closely and adapt your answers to the customer's situation. Investigate using trusted resources and established procedures, involve BackLine specialists or other teams when needed, and share relevant tips alongside the solution. Keep customers informed and follow through on the next steps.
• Turn customer feedback into renewed trust: Help strengthen Qonto's customer satisfaction and reputation on Trustpilot by delivering great support from the first conversation. Over time, once you're confident in the role and as team capacity allows, you may also call customers who left a negative review, investigate the root causes of their dissatisfaction and work with the right teams to resolve their concerns.
• Turn customer insights into improvements: Spot recurring pain points and turn what you learn into practical proposals for Product, Tech, Operations and other teams. Help improve both the product and the processes behind the customer experience.
• Shape a new team's ways of working: Build on our foundations by proposing ideas, testing improvements and helping develop the routines, guidance and tools that make great support repeatable.
• Use AI to make support better: Experiment with approved AI tools to help build scalable, high-quality workflows and automations that reduce repetitive work and improve the customer experience. Check outputs carefully and protect customer information throughout.

→ What we're looking for

• Clear communication and empathy: You communicate confidently in spoken and written French and English, listen actively and adapt your explanations to the person you're helping. You're excited about a role initially focused on phone conversations. You stay calm when conversations become challenging, acknowledge customers' concerns and offer realistic next steps without making promises you can't keep.
• Empathy and composure: You stay thoughtful when conversations become challenging, acknowledge customers' concerns and offer realistic next steps without making promises you can't keep.
• Problem-solving and creativity: You enjoy getting to the bottom of an issue, asking useful questions and exploring possible solutions. When an unusual case comes up, you're comfortable investigating, testing appropriate options within our procedures and asking for specialist help when needed.
• Ownership and organisation: You can balance requests, capture the context colleagues need and keep track of follow-ups so customers aren't left wondering what happens next.
• Curiosity and a builder's mindset: You welcome coaching, learn digital tools quickly and are willing to try new approaches-including AI-to make work better for customers and teammates.

Previous customer service experience is welcome, but not required. You may be looking for your first role, changing careers or bringing transferable skills from another setting. We're interested in your skills, motivation and willingness to learn.

At Qonto, we understand that true diversity isn't just about ticking boxes on a hiring checklist. Apply regardless of the boxes you tick! You may have the missing piece of the puzzle we've been searching for.

→ What we can offer you

• A team you can help build: Join the first internally operated FrontLine France team and have a direct hand in shaping its routines, tools and service standards.
• Skills that grow with you: Develop your communication, investigation and problem-solving skills through customer conversations, product learning and regular coaching.
• A hybrid role in central Barcelona: Work from our Barcelona office and remotely, in line with the arrangements confirmed for this position.
• Working hours: Help us be there when our customers need us, with shifts covering our 8 am-8 pm phone support hours, including weekends (max. 10 days per year).

→ Your future manager

Existing Customer Care Team Leads will support the first hires while the dedicated team is being established. You'll receive regular feedback and coaching, with BackLine colleagues providing specialist support for more complex requests.

[DIVERSITY] At Qonto, we understand that true diversity isn't just about ticking boxes on a hiring checklist. Apply regardless of the boxes you tick - who knows? You may have the missing piece of the puzzle we've been searching for all along.

[HIRING PROCESS DURATION] On average, our hiring process lasts 20 working days. More information on our candidate journey here

[DATA RETENTION] By applying, you agree that Qonto processes your personal data to assess your application. Your data is kept for up to 2 years in our candidate pool. Read our Privacy Notice for full details.