Customer Care Manager - French Market

Role Summary

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.

Responsibilities

• 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 handling a foundation workload of roughly 20 to 39 tickets a week.
• 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.

Requirements

• Native French, working 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 already have experiences resolving customer requests end-to-end in a previous 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.

➡️ What we can offer you

• 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.

➡️ Your future manager

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.

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

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