Customer Care Officer - Usage - French Market

Our mission? Making day-to-day banking easier for SMEs and freelancers thanks to an online business account that's combined with invoicing, bookkeeping and spend management tools. Thanks to its innovative product, highly reactive 24/7 customer support and clear pricing, Qonto has become the leader in its market.

Our journey: Founded by Alexandre and Steve in July 2017, Qonto has rapidly gained trust, serving over 500,000 customers. Thanks to our wonderful team of 1,600+ Qontoers, we also made it to the LinkedIn Top Companies French ranking!

Our values:

Customer focus | Prioritize customers in everything you do

Ownership | Own your part, get things done

Teamwork | Make (team)work easy

Mastery | Continuously raise the bar

Integrity | Always do what’s right, and respect people

Our beliefs: At Qonto, we're committed to fostering a welcoming environment where everyone can thrive. We prioritize evaluating applicants based solely on skills and potential, ensuring diversity with 50% international team members, 44% women, and 20% parents. Join us in building a workplace that celebrates diversity and individuality.

Discover the steps we took to create a discrimination-free hiring process.

⭐ Mission 

Join us as a Customer Care Manager in Barcelona and be part of shaping the future of business banking in Europe. Your mission will be to ensure our 400,000+ customers receive exceptional support for their daily banking operations while maintaining our industry-leading satisfaction score of 4.7/5. Working with Julie Risbourg, our experienced Customer Care Team Lead, you'll drive continuous improvement in our customer experience.

👩‍💻🧑‍💻 As a Customer Care Manager at Qonto, you will 

• Handle 10-15 customer support tickets daily, maintaining a resolution rate of 90% within 24 hours

• Master our product ecosystem to provide accurate solutions for billing, funding, account closures, and accounting functionalities

• Collaborate with Product and Operations teams to escalate technical issues and contribute to product improvement

• Participate in weekly team workshops to analyze cases and develop innovative solutions for recurring customer pain points

• Maintain our high customer satisfaction standards while handling complex customer situations

🤔 What you can expect 

• Market/Team Context: Join a diverse team of 5 members split between Paris and Barcelona, supporting over 400,000 customers across Europe

• Methodologies: Experience our data-driven approach to customer service, with weekly performance reviews and continuous feedback loops

• Recent Success: Our team recently achieved a 25% improvement in first-response time through process optimization

• Tools: Master industry-leading tools including Zendesk for ticket management, Notion for knowledge sharing, and our proprietary banking interface

🤝 About your future manager 

Your future manager will be Julie Risbourg, our Team Lead for Account Usage at Qonto.

• Her path? Julie brings a unique blend of customer success and content creation expertise to her leadership role. Starting at Qonto in 2022 as a Customer Success Officer for VIP clients, she quickly progressed through various roles, showcasing her ability to understand and enhance the customer experience. Prior to Qonto, she co-founded Hupla, where she developed strong customer success management skills while supporting SMEs in their CSR journey. Her experience at BNP Paribas and various startups has given her a deep understanding of both customer needs and business operations.

• What can she bring to the team?

As your manager, Julie will help you develop both your technical expertise and soft skills while contributing to Qonto's mission of delivering exceptional customer service:

She excels at bridging the gap between Product and Customer Support teams, ensuring clear communication and efficient processes

Her background in training and documentation means she puts a strong emphasis on team development and knowledge sharing

She brings a strong focus on continuous improvement, having worked on optimizing processes and decreasing response times in her previous roles

Her experience with VIP clients has given her excellent insight into maintaining high service standards

🏅 About You 

• Experience: 1-2 years in customer service, preferably in a fast-paced environment such as fintech, tech, or e-commerce

• Languages: Native-level French and professional English (written and verbal)

• Problem-solving: Demonstrated ability to analyze complex cases and provide structured solutions

• Customer Focus: Track record of maintaining high customer satisfaction scores and handling difficult situations with empathy

• Adaptability: Proven ability to learn new tools and processes quickly in a growing environment

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.

🎁 Perks

A tailor-made and dynamic career track. An inclusive work environment. And so much more to help you succeed.

- Offices in Paris, Berlin, Milan, Barcelona, and Belgrade;

- Tailor-made remote work policy depending on the job you apply for and where you live;

- Competitive salary package;

- A meal voucher;

- Public transportation reimbursement (part or global);

- A great health insurance (depending on the country);

- Employee well-being initiatives: access to Moka Care to take care of your mental health and great offers for sports and wellness activities;

- A progressive disability and parenthood policy (1 in 6 of Qonto employees is a parent!) and childcare benefits with selected partners;

- Monthly team events.

💬 Our hiring process:

- Interviews with your Talent Acquisition Manager and future managers

- A remote exercise to demonstrate your skills and give you a taste of what working at Qonto could be like

We will send you an interview guide so you can best prepare yourself.

On average, our process lasts 20 working days and offers usually follow within 48 hours 🤞

To learn more about us:

Qonto's Blog | Muy Pymes | Forbes.es | Europa Press

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