KYCB Analyst - French Market

Qonto; Barcelona; Hybrid; EUR 45,000 - 65,000; Full time

Job summary

Qonto, a leading European fintech, seeks a Customer Onboarding Manager in Barcelona to guide entrepreneurs through milestones from company creation to capital operations, turning feedback into improvements and simplifying the onboarding journey.

You will join a hybrid team across Paris and Spain, collaborate with Product, Tech, Compliance and AML, and use Zendesk, Notion, Slack, and KYC/KYB tools to deliver a smooth customer experience.

Qualifications

• Initial experience in a customer-facing role.
• Experience in fintech, SaaS, or financial services is a plus.

Responsibilities

• Guide customers through key milestones: company creation, capital deposits, and capital increases.
• Own requests through to resolution: investigate, inform customers, coordinate with notaries accountants and internal teams.
• Turn customer feedback into improvements: identify pain points and work with Product, Tech, Compliance, and AML teams.

Skills

Customer-first approach

Fintech/SaaS experience

French & English

Curiosity & judgment

Ownership & organization

Collaborative mindset

Tools

Zendesk

Notion

Slack

KYC/KYB tools

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 4.8 on Trustpilot, based on 55,000+ reviews. Our culture puts 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 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 Qonto as a Customer Onboarding Manager to help entrepreneurs confidently take the next step in their business journey, from company creation to capital increases. You’ll make complex processes easier to navigate, support customers through important milestones, and turn their feedback into meaningful improvements. Reporting to Lucas Leguillon, you’ll join a hybrid team of 10+ colleagues across Paris and Spain, helping us deliver a smooth, reliable onboarding experience as we grow.

What you’ll do

• Guide customers through key milestones: Support entrepreneurs and investors via email and chat, providing clear, timely answers about company creation, capital deposits, and capital increases.
• Own requests through to resolution: Investigate complex cases, keep customers informed, and coordinate with notaries, accountants, and internal teams to move each request forward.
• Turn customer feedback into improvements: Identify recurring pain points and work with Product, Tech, Compliance, and AML teams to address their root causes.
• Make everyday operations better: Improve FAQs, response templates, and internal procedures, sharing practical feedback with KYC/KYB and Product teams to simplify the customer journey.

What we’re looking for

• A customer-first approach: You bring initial experience in a customer-facing role and enjoy helping people find solutions. Experience in fintech, SaaS, or financial services is a plus.
• Strong French and English: You communicate fluently in both languages, with the writing skills to explain complex steps clearly and reassure customers.
• Curiosity and sound judgment: You ask the right questions, investigate issues carefully, and know when to involve a specialist.
• Ownership and organization: You manage competing priorities, pay attention to detail, and follow through while respecting established procedures.
• A collaborative mindset: You share knowledge openly and work with different teams to turn customer needs into practical improvements.

What we can offer you

• Impact you can see: Help entrepreneurs launch their companies and complete the capital operations that support their next stage of growth.
• Expertise you can build: Deepen your understanding of company creation, capital increases, and the operational requirements behind a reliable onboarding experience.
• Room to contribute: Bring your ideas, investigate recurring challenges, and help shape processes that make a difference for customers and colleagues.
• An international team: Collaborate with 10+ colleagues across Paris and Spain, alongside specialists in Product, Tech, and Compliance.
• Tools to support your work: Use Zendesk for customer conversations, Notion for shared knowledge, Slack for collaboration, and dedicated KYC/KYB tools.

Your future manager

You’ll report to Lucas Leguillon, based in Barcelona. His professional experience spans France, Ireland, and Spain. Working with Lucas, you’ll contribute to a shared goal: helping entrepreneurs move forward with confidence while continuously improving the way the team supports them.