Operations Excellence Manager

hace 3 semanas


Barcelona, Barcelona, España Qonto A tiempo completo

**Company Overview**

At Qonto, we're committed to making day-to-day banking easier for SMEs and freelancers. Our online business account combines invoicing, bookkeeping, and spend management tools, thanks to our innovative product and highly reactive 24/7 customer support. As the leader in our market, we've rapidly gained trust, serving over 500,000 customers.

**Our Team**

We value diversity and individuality, with 50% international team members, 44% women, and 20% parents. Our talented team of 1,600+ Qontoers is passionate about fostering a welcoming environment where everyone can thrive.

**Job Description**

As an Operations Excellence Manager - Customer Support, you will be a key stakeholder in improving our processes and ultimately our clients' experience. You will work closely with a wide range of stakeholders, from Operations Heads to our Workforce Manager, and be integrated into a talented team of 9 people supporting actively Qonto's scale, led by Ali El Alaoui, our Head of Ops Engineer.

**Responsibilities**

You will configure and customize Zendesk and Diabolocom instances to support the organization's customer support and service operations. Implement and maintain Zendesk and Diabolocom features, including triggers, automations, workflows, and integrations with other systems. Collaborate with internal teams to gather requirements and implement solutions within Zendesk and Diabolocom.

**What You Can Expect**

Gain a global understanding of customer-facing Operations at Qonto. Learn from a dynamic team and manager on project management skills, with regular coaching sessions on both soft skills and hard skills (e.g., provider management, spreadsheet analysis, communication). Become an expert on specific tools widely used by start-ups and feel rewarded by the team for supporting them in removing friction and improving their experience.

**Your Future Manager**

Ali, your future manager, has a strong background in consulting and Operations, having built strong foundations at Heetch's Operations team and then joining Qonto to deploy concrete projects. His team created and maintained tools, provided analyses, managed banking providers, and carried out large-scale technical projects for the Operations team.

**Compensation and Benefits**

We offer a competitive salary of **€60,000 - €80,000 per year**, depending on experience. Our benefits package includes a comprehensive health insurance, flexible working hours, and a generous parental leave policy.



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