Original listing text, shown exactly as published by the company.
➡️ What you'll do
- Deliver personalised, in-depth support: Handle client inquiries across email, chat, and phone — from account questions to complex operational issues. You're the person clients trust to resolve things properly.
- Anticipate client needs and feed the product: Identify recurring pain points, flag them to Ops and Product teams, and contribute directly to improving Qonto's product through structured feedback.
- Build and improve internal processes: Set up dashboards, optimise workflows, and create new ways of solving problems using our continuous improvement methodology. Keep the team up to date on all developments.
- Handle high-profile client relationships: Support clients whose expectations are high and whose experience with Qonto matters strategically — your work directly influences retention and reputation.
➡️ What we're looking for
- Customer support experience: 2+ year in a customer support or service role handling high-profile clients. You've handled complex cases, not just ticket volume.
- Excellent communication: Strong oral and written communication skills. You adapt your tone and approach to each client — empathy and clarity in every interaction.
- Problem-solving mindset: You step back from difficult situations, identify root causes, and propose solutions. You ask for feedback and actively work to improve.
- Process improvement instinct: You don't just follow processes — you spot what's broken and fix it. You've suggested or built improvements in a previous role.
- Languages: Fluent French and English (both required).
➡️ What we can offer you
- Direct impact on Qonto's reputation: Our 94% satisfaction score isn't an accident — it's built by the team you're joining. Your interactions shape how clients perceive Qonto.
- A cross-functional feedback loop: You'll work closely with Ops and Product teams. The patterns you spot in client requests directly influence what Qonto builds next.
- A team that invests in growth: Daily case discussions, consistent feedback, and space to explore projects beyond your core responsibilities. This isn't a dead-end support role.
- Autonomy with support: A small team of five where you own your work, with a manager who's available daily and focused on your development.
➡️ Your future manager
Your manager will be Edouard d'Anselme, Lead Customer Care.
- His path? Edouard started in the banking sector, moved into B2B business, then joined Qonto as a Key Account Manager before evolving into his current role leading Customer Care. He brings both a commercial and operational lens.
- What does he bring to the team? Trust and autonomy — he gives you ownership of your work from the start. Daily meetings to discuss cases, consistent availability, and a genuine focus on skill development. He encourages you to improve daily and take on projects beyond your core responsibilities.
