Customer Care Manager - Spanish Market & AI Tools

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

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.