Customer Care Manager - French Market

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 1,600+ Qontoers serving over 600,000+ 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.

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Join Qonto as a Customer Care Manager to deliver the kind of service that keeps our customers coming back. Working closely with Anaëlle's Payment Services team, you'll resolve tickets end-to-end and contribute to the problem-solving projects that keep raising the bar, all from our Barcelona office.

➡️ What you'll do

• Resolve tickets end-to-end: Handle frontline and backline requests across payment services and account management, aiming for a quality score above 70/100.

• Get to the real request: Understand what each client actually needs, and complete consent and identity checks when you call them.

• Hit the team's pace: Meet the team's resolution lead-time expectations while handling a foundation workload of roughly 20 to 39 tickets a week.

• Spot what's breaking: Use your frontline work to catch recurring issues, then contribute to problem-solving analyses that fix them for good.

• Grow into more scope: Start focused on ticket production, then free up time for problem-solving projects as you become more autonomous.

➡️ What we're looking for

• Native French, working English: You'll handle French-speaking customers daily, and the primary working language across the company is English.

• Compliance-minded: You follow consent and identity-check steps carefully, even when a ticket is urgent or a customer pushes back.

• Customer care experience: You already have experiences resolving customer requests end-to-end in a previous role.

• Clear, calm communicator: You adapt your tone to the customer in front of you and can explain a sensitive topic simply.

• AI-fluent: You use AI tools to work faster, and you're keen to keep adapting how you work as new ones come along.

➡️ What we can offer you

• A foundation role with a real path: move from ticket production into problem-solving projects, and later, potential product trainer or claims responsibilities.

• A team that spans borders: work in Qonto's international environment alongside colleagues in Barcelona, Italy, and France, all covering the same full-scope customer care mission.

• Hands-on training from day one: we'll onboard you on payment services and account management so you're set up to succeed, not just thrown into the deep end.

• A team rhythm built to help you improve: weekly KPI reviews, quality sessions, and share-and-learn meetings with your team.

➡️ Your future manager

You'll report to Anaëlle, our Customer Success Lead for Payment Services France.

Anaëlle has been with the company for 8 years, having joined Qonto when it had just 100 employees. She knows the company's history inside out. Before Qonto, she worked in traditional banks such as BNP Paribas and LCL as a wealth management and mortgage advisor. Her management style combines autonomy, regular feedback, and continuous learning through weekly quality sessions, KPI reviews, and knowledge-sharing rituals.