Customer Care Manager - Spanish Market

Qonto; Barcelona; On-site; EUR 36,000 - 48,000; Full time

Job summary

Qonto in Barcelona seeks a Customer Care Manager to support Spanish SMEs and freelancers, acting as the first voice customers hear. You will work with a growing team under Cristina, Lead Customer Care Spain, and help elevate Trustpilot ratings while delivering confident, accurate financial tooling support.

You will handle inquiries by email, chat and phone, improve processes via PDCA, and use Dust, Claude, and internal AI to serve customers faster and with empathy.

Qualifications

• At least 1 year in a client-facing role or a related internship.
• Empathy in adapting tone to customer needs.
• Fluent in Spanish (spoken and written) and confident in English.
• Quickly pick up new tools and be curious about AI applications.
• Willingness to work weekends as part of the role.

Responsibilities

• Delight our Spanish customers via email, chat, and phone, inbound and outbound.
• Aim for Stellar Support score of 70/100+; respond quickly on chat (<5 min) and email (<30 min); keep backlog zero.
• Surface customer insights to inform product improvements.
• Contribute roughly one improvement per month through PDCA cycles.
• Leverage AI tools to respond faster and spot patterns.

Skills

Customer-facing

Empathy

Spanish fluency (C2)

English proficiency (C1)

Tool experimentation

Tools

Dust

Claude

Job description

[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 culture _ puts customer satisfaction at the core of what we do (more about our culture _ here _).

[OUR JOURNEY]

Founded in 2016 and launched in 2017 by _ Alexandre _ 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.

Join us as a Customer Care Manager to help Spanish SMEs and freelancers run their finances with confidence. You’ll be the first voice our customers hear, as part of a growing team in Barcelona, under the guidance of Cristina, our Lead Customer Care Spain. Our customers rate us 4.6/5 on Trustpilot, and you’ll help push that higher.

What you’ll do

• Delight our Spanish customers: You’ll give sharp, fast support by email, chat and phone, both inbound and outbound.
• Hit a high quality bar: You’ll aim for a Stellar Support score of 70/100 or more, reply in under 5 minutes on chat and under 30 minutes on email, and end each day with zero backlog.
• Be the voice of our customers: You’ll surface insights and root causes that help shape our product.
• Improve how we work: You’ll contribute around one improvement a month through our PDCA cycles.
• Work smarter with AI: You’ll use tools like Dust, Claude and our internal AI assistants to answer faster and spot patterns.

What we’re looking for

• Customer-facing experience: You’ve spent at least a year in a client-facing role, or completed a first internship in one, and hospitality, retail or restaurant backgrounds are very welcome.
• Empathy: You adapt your tone to what each customer needs.
• Languages: You’re fluent in Spanish (C2) and confident in English (C1), both spoken and written.
• Tool agility: You pick up new tools quickly, and you’re curious to experiment with AI in your daily work.
• Weekend availability: You’re available to work weekends as part of the role.

What we can offer you

• A strong start in fintech: You’ll build a solid foundation in customer care alongside experienced teammates.
• A growing market: You’ll join the Spanish team while we scale, so your feedback shapes how we support the market.
• A team that backs you: You’ll work with people who help each other be at their best.
• Room to experiment with AI: You’ll have access to tools like Dust and Claude, and we want you to test new ways of working with them.

Your future manager

You’ll report to Cristina, Lead Customer Care Spain. Cristina joined Qonto 5 years ago as a Customer Success Officer and now leads the Spanish market across account management, payment services and customer care. Expect close coaching, open knowledge sharing and a clear vision of best-in-class support.

[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.