Customer Care France - Accounting

Qonto; Paris; Sur place; EUR 42 000 - 65 000; Plein temps

Résumé du poste

Qonto, Europe's leading fintech for SMEs, is hiring a Customer Care Manager to help French solo entrepreneurs get the most from our brand-new accounting offer. You’ll own day-to-day questions in Zendesk, reporting to Janita Käyhkö, Lead Customer Service, on a scope you help shape from day one.

You’ll manage the ticket queue by email and chat, take calls when needed, and bridge with our accountants so they can focus on the numbers.

Qualifications

• No accounting background required; ability to learn complex topics quickly.
• Fluency in written and spoken French is required.
• Ability to manage multiple channels (email, chat, calls) under pressure.
• Customer-focused mindset with empathy for client needs.
• Willingness to explore AI tools in daily work.

Responsabilités

• Own the ticket queue and respond to client queries by email, chat, and phone when needed.
• Bridge requests with accountants to let them focus on accounting tasks.
• Create FAQs, macros, and workflows for the new scope.
• Provide feedback to Product by flagging recurring issues for root-cause fixes.

Connaissances

Fast learner

French fluency

Organized under pressure

Customer-centric

AI-curious

Description du poste

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.

Mission

Join us as a Customer Care Manager to help French solo entrepreneurs get the most out of Qonto's brand-new accounting offer. You'll own their day-to-day questions in Zendesk, working under the guidance of Janita, Lead Customer Service, on a scope you'll help shape from day one.

What you'll do

• Own the ticket queue: Answer French solo entrepreneurs' questions by email and chat, and hop on the phone when a topic calls for it.
• Bridge with our accountants: Take over client requests handed off by our accountants so they can focus on the accounting itself.
• Build the playbook from scratch: Create FAQs, macros, and better ways of working, since this scope is brand new.
• Feed insights back to Product: Flag recurring issues so the team fixes the root cause, not just the ticket.

What we're looking for

• You learn fast: You've picked up complex, technical topics on your own before – no accounting background needed, just the appetite to learn it.
• You're fluent in French: Native or near-native fluency, both written and spoken.
• You're organized under pressure: You juggle email, chat, and calls without letting anything slip.
• You're customer-obsessed: You naturally put yourself in the client's shoes before answering.
• You're AI-curious: You don't need to be an AI power user yet, but you're open to using it in your day-to-day.

What we can offer you

• A ground-floor seat on a brand-new, high-visibility initiative.
• Real ownership over process: you'll help build the FAQs, macros, and workflows for this scope, not just follow them.

Your future manager

You'll report to Janita Käyhkö, Customer Care Lead at Qonto. She grew from CSM into a multi-team leader across Lyyti, Regate, and now Qonto (following Regate's acquisition). She's built processes from scratch and knows how to dig into complex client problems. She’s an empathetic manager who gives her team the context and autonomy to own their projects, and expects them to bring solutions.

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.

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.

On average, our hiring process lasts 20 working days. More information on our candidate journey here.

Your security matters to us

Recruitment scams are on the rise. Keep in mind, we will never work with third-party platforms or agencies that request payment from candidates.

If you receive a suspicious message claiming to be from Qonto, please report it right away.

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