Team Lead – Social Care & Internal Support

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 Team Lead – Social Care & Internal Support to build and run Qonto's brand-new reactive team in Customer Care France. You'll own the situations that matter most for our reputation: social media, sensitive client escalations, frontline incident support, and online ratings — all under the guidance of Louis, our Head of Customer Care France.

➡️ What you'll do

• Own Social Care end-to-end: Lead the team to deliver fast, high-quality support across X, Facebook, Instagram, LinkedIn, TikTok, and YouTube — reactive when it's urgent, proactive before it escalates;

• Handle sensitive escalations: Take over direct client escalations from non-standard channels, diagnose fast, coordinate the right stakeholders, and drive resolution;

• Be the real-time lifeline for frontline teams: Run Slack-based internal support during urgent situations and own incident communication for the entire Customer Care organization;

• Close the loop on reviews: Monitor Trustpilot, Google Reviews, and app store ratings, recover dissatisfied customers, and ensure the signal turns into fixes;

• Build the operating model from scratch: Define playbooks, escalation paths, KPIs, and coverage schedules for the team.

➡️ What we're looking for

• People manager in customer ops: You've led teams in customer support or operations for 5+ years and know how to coach people who work under pressure;

• Social Care background: You have hands-on experience in social media support, listening, and moderation — the support kind, not content planning;

• Sharp judgement under pressure: You make fast, sound calls in ambiguous situations and can coach a team to do the same;

• AI-ready: You use AI tools to sharpen how your team works — from drafting responses to spotting patterns — and you bring others along;

• Fluent in French and English: You write with precision and tone in French and English; Spanish or Italian is a plus.

➡️ What we can offer you

• Strategic Impact: This team is brand new — you'll define the operating model, the standards, and the culture from day one;

• High-stakes, high-visibility: Your team handles the situations that matter most to Qonto's reputation, with a direct line to leadership when it counts;

• Cross-functional reach: You'll work with Brand, product teams, and external BPO partners — not siloed in a support queue;

• Room to grow: As the team proves its model, scope, size, and influence follow.

➡️ Your future manager

Your manager will be Louis, our Head of Customer Care France at Qonto. Louis came from nearly 6 years at BCG as a consultant and project leader before joining Qonto as Strategic Projects Manager — and stepped into leading Customer Care France. He values structured thinking applied to real operational problems: expect clear frameworks, high standards, and a manager close enough to the work to roll up their sleeves.