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Customer Care Manager - French Market

Hybrid in Barcelona·Full-time·Added over 3 years ago

This job was published 3 years ago

Qonto

14 open roles

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Overview

Job details

Full-time hours
Per the ad.
Hybrid
Office and home days — the ad has the split.

Requirements

Have the right to work in Spain
Qonto doesn't mention sponsorship in the ad.
Work in English
English is required, per the ad.
French
The ad asks for French, or counts it in your favour.
Be near Barcelona for hybrid days
No relocation package mentioned.

Pay & benefits

What you'll get

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.

Requirements

What we're looking for

Native-level French, professional 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 have a first experience resolving customer requests end-to-end (previous role, internship, or similar), and you're keen to grow into the 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.

The role

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 managing a consistent ticket workload.
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.

Hiring process

On average, our hiring process lasts 20 working days. More information on our candidate journey here

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About Qonto

Qonto is a French fintech company that provides online business banking and expense management solutions for SMEs and freelancers. Founded in 2016, Qonto has grown to serve over 500,000 customers across Europe, offering a comprehensive suite of financial services including accounts, cards, invoicing, and spend management. The company operates as a fully-licensed electronic money institution and has established itself as a leading player in the European neobanking space.

Qonto has a significant presence in Spain, with offices in Madrid and Barcelona, and is actively hiring for its Spanish market, including roles in sales, customer care, and people operations. The company's work culture is described as fast-paced and product-driven, with a strong emphasis on engineering excellence and customer-centricity, making it an attractive option for international professionals looking to join a growing European fintech scale-up.

Industry: Fintech
Founded: 2016
Employees: 500–1,000
Headquarters: Paris, France
In Spain: Madrid, Barcelona
Website: qonto.com

Good to know if you are moving

Qonto is a French fintech scale-up with a strong engineering culture, offering opportunities for international hires in product, engineering, and data roles.
The company has offices in Madrid and Barcelona, and is actively expanding its Spanish-speaking customer base, making it a good fit for Spanish-speaking internationals.
Qonto offers remote-friendly roles, including backend and machine learning positions, which can be attractive for relocating professionals.
The company operates in a fast-paced, high-growth environment, typical of a well-funded European startup.
Qonto's product is entirely in English and French, but the Spanish market team is growing, so Spanish language skills are a plus.

In their own words

About the company & team

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 1,700 Qontoers serving over 750,000 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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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.

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.

Additional information

By applying, you agree that Qonto processes your personal data to assess your application. Your data is kept for up to 2 years in our candidate pool. Read our Privacy Notice for full details.

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If you receive a suspicious message claiming to be from Qonto, please report it right away (support@qonto.com)

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