Customer Care Officer - Usage - French Market

Our mission ? Making day-to-day banking easier for SMEs and freelancers thanks to an online business account that's combined with invoicing, bookkeeping and spend management tools. Thanks to its innovative product, highly reactive 24 / 7 customer support and clear pricing, Qonto has become the leader in its market.

Our journey : Founded by Alexandre and Steve in July 2017, Qonto has rapidly gained trust, serving over 500,000 customers. Thanks to our wonderful team of 1,600+ Qontoers, we also made it to the LinkedIn Top Companies French ranking!

Mission

Join us as a Customer Care Manager in Barcelona and be part of shaping the future of business banking in Europe. Your mission will be to ensure our 400,000+ customers receive exceptional support for their daily banking operations while maintaining our industry-leading satisfaction score of 4.7 / 5. Working with Julie Risbourg, our experienced Customer Care Team Lead, you'll drive continuous improvement in our customer experience.

As a Customer Care Manager at Qonto, you will

• Handle 10-15 customer support tickets daily, maintaining a resolution rate of 90% within 24 hours
• Master our product ecosystem to provide accurate solutions for billing, funding, account closures, and accounting functionalities
• Collaborate with Product and Operations teams to escalate technical issues and contribute to product improvement
• Participate in weekly team workshops to analyze cases and develop innovative solutions for recurring customer pain points
• Maintain our high customer satisfaction standards while handling complex customer situations

What you can expect

• Market / Team Context : Join a diverse team of 5 members split between Paris and Barcelona, supporting over 400,000 customers across Europe
• Methodologies : Experience our data-driven approach to customer service, with weekly performance reviews and continuous feedback loops
• Recent Success : Our team recently achieved a 25% improvement in first-response time through process optimization
• Tools : Master industry-leading tools including Zendesk for ticket management, Notion for knowledge sharing, and our proprietary banking interface

About You

• Experience : 1-2 years in customer service, preferably in a fast-paced environment such as fintech, tech, or e-commerce
• Languages : Native-level French and professional English (written and verbal)
• Problem-solving : Demonstrated ability to analyze complex cases and provide structured solutions
• Customer Focus : Track record of maintaining high customer satisfaction scores and handling difficult situations with empathy
• Adaptability : Proven ability to learn new tools and processes quickly in a growing environment

Our hiring process :

• Interviews with your Talent Acquisition Manager and future managers
• A remote exercise to demonstrate your skills and give you a taste of what working at Qonto could be like

On average, our process lasts 20 working days and offers usually follow within 48 hours.