Customer Service Agent - 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 us as a Customer Service Agent to solve customer problems through continuous improvement and become the customer voice within our Operations team. You'll support our clients in their company creation journey, helping them navigate both existing company setups and capital deposit processes with excellence while maintaining our ambitious goal of a 4.7 CSAT score. You'll work closely with Marie as part of a 20-person Customer Service France team, contributing to our mission of offering the best service to customers while ensuring fluid internal processes and optimal security.

➡️ What you'll do

• Act as a Qonto Ambassador by providing exceptional customer support across multiple channels (email, chat) to resolve capital deposit inquiries and respond to punctual questions that French companies may have while creating or activating their Qonto account.

• Be the voice of our customers by analyzing daily customer problems and collaborating with Product, Tech, Compliance, and AML teams to implement continuous improvements and maintain the "WOW" effect.

• Set up and maintain internal processes to better respond to customer requests (create, update FAQs & macros, challenge existing procedures) and provide feedback to Operations and Product teams.

• Take ownership by identifying anomalies, optimizing problem-solving approaches, and supporting company creation processes by assisting clients, notaries, accountants, and experts involved in capital deposit procedures.

➡️ What we're looking for

• Customer service experience: You have initial experience of at least 2 years in customer-facing roles, preferably in FinTech, SaaS, or financial services, with a track record of customer satisfaction.

• Bilingual communication excellence: You are fluent in both English and French with exceptional written communication skills, essential for handling complex regulatory explanations and customer interactions.

• Analytical problem-solving skills: You can analyze customer issues, identify patterns, and work with technical teams to implement solutions while demonstrating strong workplace organization and a sense of priority.

• Cross-functional collaboration: You excel at working with multiple departments and can translate customer needs into actionable insights for internal teams.

• Adaptability in regulated environments: You're comfortable learning compliance procedures (KYC, KYB, AML) while maintaining efficiency and accuracy in a dynamic, fast-paced fintech environment.

➡️ What we can offer you

• Dynamic FinTech environment: You'll work in the fast-growing capital deposit sector with diverse daily challenges requiring creative problem-solving and regulatory expertise in the French market, while helping entrepreneurs launch their businesses.

• Cross-functional collaboration: Daily interaction with Risk, Compliance, Product, Operations (AML, BO, CS), Sales teams, plus external stakeholders, including customers, notaries, and providers, giving you exposure to various aspects of financial services.

• Advanced tools: Master our tech stack, including CRM systems (Zendesk, Intercom, Salesforce), Notion for documentation, Slack for team communication, and specialized compliance tools for KYC/KYB verification.

➡️ Your future manager

Your manager will be Marie Monene. She leads the Existing Companies team with extensive experience in customer operations and regulatory compliance. Marie is passionate about developing talent and creating an environment where team members can take ownership of improvements from A to Z. She values innovation in processes and ensures her team has direct influence on product development.