Lead Customer Success Onboarding


Lead Customer Success Onboarding




  • FinTech / InsurTech, SaaS / Cloud Services
  • Entre 250 et 2000 salariés

Le poste

Lead Customer Success Onboarding

Who are they?

Qonto is the leading European business finance solution. We energize SMEs and freelancers so that they can achieve more.

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Job description

Our mission? Creating the finance solution that energizes SMEs and freelancers, so they can achieve more. We simplify everything from everyday banking to bookkeeping and spend management. At Qonto, we’re passionate about creating the best product, so if you’re looking for an ambitious team that’s revolutionizing an old-fashioned industry, get in touch!

Our journey: Alexandre and Steve launched Qonto in July 2017. Since then, the team has earned the trust of more than 350,000 customers and opened offices in Paris, Berlin, Milan, and Barcelona. Last summer, we joined forces with Penta, a market leader based in Berlin and Belgrade, forming a united team of 1000 Qontoers. We also made it to the Top 3 of LinkedIn Top Startups France!

Our values:

Ambition | We tackle big challenges. No matter what.

Teamwork | We create momentum by working together, at the same speed.

Mastery | We pursue excellence through continuous learning. We face challenges with humility. Every day.

Integrity | We're open. We're honest. And we earn the trust of our clients and each other.

You can find out more about the Qonto Way here.

Our beliefs: Diversity brings success. We actively recruit people from a range of backgrounds, employ inclusive hiring techniques; and work with our external partners to continually increase and improve our DEI initiatives. As a result, we obtained a rating of 89/100 in 2022 for the annual Index of professional equality and are happy to say that 44% of our teams are women.

The position is located in Belgrade, but also remote friendly anywhere from Serbia.

As a Lead Customer Success Onboarding 🇩🇪 (🇷🇸) for our German market, you will support and grow a team of up to 8 people to offer the best support possible for our customers.

We are 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 become the finance solution all businesses love.

👩‍💻🧑‍💻 As a Lead Customer Success Germany 🇩🇪 (🇷🇸) at Qonto, you will:

Lead and create a dynamic environment for the CS German team. Thanks to your leadership, you will motivate the team to achieve their goals and help them grow.

Contribute to the alignment of our methodology and processes by building standards and optimizing our workflows.

Monitor the impact of the team and report it to the direct manager with the aim to foster continuous improvement.

Proactively monitor our providers' production with a focus on our main KPIs: stocks, lead time, compliance rate, etc.

Collaborate closely with the Talent Acquisition Team and participate in recruiting the best candidates and building a team of highly skilled CS Officers.

🤔 What you can expect

•Autonomy and decision-making

• Hyper-growth and international environment

• Learn new ways of working and continuous improvement techniques

• Option to work remotely anywhere from Serbia

🏅 About You

Experience: You have 3+ years of experience managing a team of Customer Support Specialists, preferably in a startup or in the banking industry. You know how to address different providers.

Leader by example: You both know and like to put your hands in production to set an example for, support, and train your team.

Customer-driven: Your main concern is to build the right environment to engage your team and deliver first-class banking customer service.

Communication skills: You have excellent verbal and written communication skills.

Data-driven: You already dealt with KPI and production.

Languages: You speak fluently German and English. You are comfortable working in a multilingual environment.

Exemplarity: You display a model attitude regarding integrity and punctuality, and you embody our corporate values.

Qonto is an open-minded company. Don’t tick all the boxes? Apply and we’ll let you know if we think you could fit the role. You never know ☺️

🎁 Perks

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

Office & Team Life

- Free coffee and snacks in the kitchen

 - A lot of extras (Monday breakfasts, team events, snacks, and beverages...)

All our benefits

- Flexible Remote Policy

- Public transportation pass: 100% covered for days in the office

- 28 days + religious days

- Private health insurance: 100% covered

- Meal Allowance

- Fitpass

- Pet-friendly office

- Busuu platform, to improve your language skills

- Mental health platform, so you can take care of your mental health

💪 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 🤞

Thank you for considering joining Qonto. We cannot wait to learn more about you!

One last thing. We recently raised 486M€ in our Series D to ensure we keep growing safely, despite the current economic environment looking a bit gloomy. We revealed our plans for the future here.

To learn more about us:

Qonto's Blog | Sifted | TechCrunch


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