The mission of the Customer care team at Qonto is to guide and to help our clients succeed. We are very proud of our 4.6/5 customer satisfaction🌟and we always want to improve it!

That's why we see our Customer care team as a strong asset in our mission to create the finance solution that energizes SMEs and freelancers.

You will join a team of 11 people, led by Nelcy. You will be fully dedicated to create and improve processes to reach a better customer satisfaction.

🏓 Your future Manager

• Her background? Starting in the event and marketing sector, Nelcy has a strong experience in client service, by building the Customer Service team in a previous company. Since she joined Qonto, she has become Team Lead and Senior Lead Customer Care.

• What can she bring to you? Very methodical and detailed oriented, she will help you become an expert in Customer Care with her vision of customer excellence. She pushes her team to go beyond limits, to develop their skills, always with enthusiasm and trust.

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

• Be a Qonto Ambassador! You will delight our customers by providing sharp, quick technical support and guiding them in using Qonto, answering all their questions via email, chat, and phone.

• Be the voice of our customers by putting yourself in clients' shoes to anticipate their expectations and understand their needs, to continuously improve our product and keep the "WOW" effect along with the relation. Your role is key to allowing us to improve our product constantly!

• Set up internal processes to better respond to customer requests (update FAQs, dashboards, macros, make feedback to Ops and Product teams, etc.).

• Take ownership along with our continuous improvement methodology. You will identify anomalies, optimize and set up new ways of problem-solving and keep your colleagues up to date on all of this.

🤔 What team could you work on

- Our Customer Success Onboarding Team is the first point of contact with new clients and guarantees an efficient and qualitative onboarding process. 

- Our Customer Care Team ensures the constant satisfaction of our existing clients

🤔 What you can expect

• A clear career path to progress professionally

• An interesting international environment with teammates from around the world

• A supportive team that helps each other to be the best they can be

• New ways of working and continuous improvement methods

🏅About You

• Customer-centric: You show empathy and adapt your speech according to your customers' needs.

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

• Mastery: You are able to step back from a difficult situation and identify customer pain points. Always striving to improve yourself, you don't hesitate to ask for feedback on your work.

• Communication skills: You have excellent oral and written skills.

• Languages: You have a good level of English and you are fluent in Spanish, or French, or Italian, or German.

• Experience (Bonus): You already have one experience in customer support within a fast-paced environment.

If you read this far and feel like this could be a great opportunity for you, don't let the imposter syndrome prevent you from applying and hit the button "Apply", we'd really love to hear from you!

⚠️ Certain of our perks and benefits are only available to employees on permanent contracts

🎁 Perks

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

Office & Team Life

- A central fully-renovated building in Barcelona with WeWork services

- The latest equipment from Apple

- Monthly team events

- Free coffee and snacks in the kitchen

All our benefits

- Tailor-made Remote Policy

- A competitive salary package (healthcare, commute...)

- 23 days off

- Alan (Seguro) health insurance, Moka Care to take care of your mental health and gym access with Urban Sports Club

- Meal vouchers

- An inclusive environment with a focus on parity: 40% of our teams are women

- Relocation package and visa sponsorship for international talents (we have 50+ nationalities) including access to Busuu to improve your language skills

- Career tracks and mobility opportunities that can match all expectations

💪 Our hiring process:

- A 60 min video call with one of our Talent Acquisition Managers, to better understand your career plan and answer any questions you may have

- A 60 min video call with your future manager, to be aligned on expectations on both sides and to talk about how you would work together

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

- Video calls or onsite interviews with future team members (optional) to help you understand what working at Qonto is like

- A final video call or onsite interview with the manager of your future Department

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 🤞