Customer Care Specialist - 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 Success Onboarding Specialist and play a crucial role to help French companies and solopreneurs succeed in their entrepreneurial journey from day one. You'll work closely with Timothée and a team of 20 dedicated professionals to ensure a smooth & exceptional onboarding experience for our customers who chose to launch and create their company with Qonto.

👩‍💻🧑‍💻 As a Customer Success Onboarding (FR) at Qonto, you will:

• Act as a Qonto Ambassador and guide French companies through the most critical steps of their onboarding journey by providing expert support via multiple channels (emails, socials, and outbound calls), ensuring completion rates and customer satisfaction scores above 94%.

• Be the voice of our customers and analyze their feedback and data to identify improvement opportunities and share insights with our Product teams.

• Set up and maintain internal processes to better respond to customer requests (update FAQs, dashboards, macros, internal documentation) and give feedback to Ops and Product departments to enhance efficiency.

• Take ownership by identifying anomalies, optimize and set up new ways of problem-solving, and collaborate with Operations teams to optimize onboarding workflows and reduce friction points.

🤔 What you can expect:

• Market & Team context: You'll be joining at an exciting time as we scale our Company Creation services in the French market. Our diverse team is structured into three specialized units (Company Creation, Capital Deposit & Capital Increase), allowing you to gain comprehensive expertise across the entire company creation journey. 

You'll be part of transforming our approach from reactive to proactive operations, helping establish Qonto as a key player in business creation services.

• How we work and what we value:

- We embrace a hybrid approach where you'll work across different team segments, giving you a macro view of the -company creation process

- Our team values continuous improvement, with regular opportunities to identify and implement process enhancements

You'll participate in weekly team meetings focused on sharing best practices and success stories

- We maintain strong and close collaboration with our partners, and internal Product & Growth/Risk & Compliance teams to ensure seamless service delivery and continuously improve our onboarding experience

• Recent achievements:

- Successfully launched our end-to-end business creation services

- Maintained a consistent 94% customer satisfaction score

- Developed streamlined processes for capital deposit and company registration

• Tools and resources:

- Modern customer service platform (Zendesk) for efficient client communication

- Notion for knowledge management and process documentation

- Specialized compliance tools for KYC/KYB verification

- Regular training sessions to stay updated on financial regulations and product features

This role offers a unique opportunity to be part of a groundbreaking project while developing expertise in fintech and company creation services. You'll work in an international & fast-paced environment that values innovation and continuous improvement, with clear paths for professional growth, great office locations and a supportive cross-functional team that helps each other become the best they can be.

🤝 About your future manager Timothée:

• His background: Timothée brings a wealth of experience from both traditional banking and customer development in startups. Since joining Qonto five years ago, he has led the Capital Deposit team and currently serves as Senior Lead for Onboarding, specializing in supporting company founders needs (Capital deposit, company creation, capital increase).

• What he can bring to you: With a strong focus on customer experience and a driven mindset, Timothée is here to help you elevate your problem-solving skills, turning challenges into new opportunities for success.

🏅About You:

• Experience: You have a first experience in Customer Care or Onboarding, ideally in a fintech or banking environment

• Customer-centric: You show strong empathy and you have the ability to adapt your communication style depending on your customers' needs.

• Communication skills: You have excellent written and verbal communication skills, with attention to detail.

• Goal-oriented: You strive to achieve your daily targets while maintaining high quality standards.

• Problem-solver: You can step back from a difficult situation and identify customer pain points.

• Continuous improvement mindset: Always striving to improve yourself, you don't hesitate to ask for feedback on your work.

• Team spirit oriented: You collaborate with your team members to succeed together, knowing you can count on each other.

• Adaptable: Comfortable working in a fast-paced, evolving fintech environment

• Mastery: You are proficient with customer service tools (Zendesk, Notion) and ability to learn new systems quickly

• Languages: You are bilingual in French and fluent in English (both written and spoken).

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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