Customer Care Officer

**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 - with both impact and a great user experience. So if you’re looking for an ambitious team that’s revolutionizing a rather old-fashioned industry, get in touch. You can find out more about the
**Qonto Way** here.

Alexandre and Steve launched Qonto in July 2017. Since then, the team has made great strides:

- Becoming market leader for online SME banking in Europe with 300,000 SME clients
- Getting recognized as one of the Top 10 startups to work for (LinkedIn | Glassdoor)
- Opening offices in Paris, Berlin, Milan, Barcelona and Belgrade
- Recently joining forces with Penta, a market leader, based in Berlin and Belgrade to strengthen our growth
- 900+ happy Qontoers building a finance solution businesses love to use.

**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

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 5 people, led by Cristina. You will be fully dedicated to creating and improving processes to reach better customer satisfaction.

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**As a Customer Care Officer at Qonto, you will**
- **Be the voice of our customers**: Customer Voice is precious to us, we use it in order to continuously improve our product and maintain the “WOW” effect that our customers love.
- **Set up internal processes** to better respond to customer requests (update FAQs, dashboards, macros) and give feedback to Ops and Product teams, etc.).
- **Take ownership**: You will identify anomalies, optimize and set up new ways of problem-solving and keep your colleagues, internally and externally, up to date on all of this.

**What you can expect**
- A clear path to move forward in your career
- An interesting international and multicultural environment
- A team that supports each other to be the best they can be
- Learn new ways of working and continuous improvement techniques

**About your future manager**

**Their path**:Cristina has strong customer relationship experience. She joined Qonto 3 years ago as a Customer Success Officer and is now Lead Customer Success for the Spanish and German markets, in full scope. This means, working in all areas such as account management, payment services, etc.

**What they can bring to you**:She will closely follow up with you and share her knowledge to help you develop your skills to be successful in your job.

**About You**
- **Experience**: You have a first experience in customer support.
- **Customer-centric**: You show empathy and adapt your speech according to your customers' needs.
- **Goal-oriented**: You strive to achieve your daily targets.
- **Communication skills**: You have excellent oral and written skills.
- **Mastery**: You excel in using SaaS tools (Intercom, Mayday, Notion).
- **Languages**: You speak Spanish as a native language, and have a good level of English.

**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 + 5 Qonto days
- 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: 44% of our teams are women
- Relocation package and visa sponsorship for international talents (we have 60+ 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)_