Customer Care Manager - French Market 🇫🇷

[OUR MISSION AND CUSTOMERS] We are creating the freedom for SMEs to succeed by delivering Europe's leading finance workspace with banking at its core, augmented by financial tools. We are proud to be rated 4.7 on Trustpilot, https://www.trustpilot.com/review/qonto.com based on 60,000 reviews. Our culture https://qonto.com/en/careers/culture puts customer satisfaction at the core of what we do (more about our culture here https://medium.com/qonto-way/the-qonto-way-our-culture-is-our-strategy-90defd4895f9). [OUR JOURNEY] Founded in 2016 and launched in 2017 by Alexandre https://www.linkedin.com/in/aprot/ and Steve https://www.linkedin.com/in/steveanavi/, Qonto has grown to 1,700 Qontoers serving over 750,000 customers across 8 European countries. We have been profitable since 2023, and we are just getting started. [OUR BELIEFS] We hire for skills and potential. With 80+ nationalities, 45% women, of which 56% of women in our leadership team, diversity isn't a program; It's who we are. We've built a discrimination-free hiring process https://medium.com/qonto-way/a-recruiters-dilemma-confronting-bias-in-hiring-b78acce148eb because the best teams are built on merit. [AI AT QONTO] AI is deeply embedded in how we work (here https://medium.com/qonto-way/ai-at-qonto-vision-statement-725a7e2f659b) - Every Qontoer gets unlimited access to the best AI tools. We want people who experiment without waiting for permission, push AI beyond the obvious, know when to trust it, and when to question it. ➡️ WHAT YOU’LL DO - Resolve customer issues with a personal touch: Understand each request, listen closely and adapt your answers to the customer’s situation. Investigate using trusted resources and established procedures, involve BackLine specialists or other teams when needed, and share relevant tips alongside the solution. Keep customers informed and follow through on the next steps. - Turn customer feedback into renewed trust: Help strengthen Qonto’s customer satisfaction and reputation on Trustpilot by delivering great support from the first conversation. Over time, once you’re confident in the role and as team capacity allows, you may also call customers who left a negative review, investigate the root causes of their dissatisfaction and work with the right teams to resolve their concerns. - Turn customer insights into improvements: Spot recurring pain points and turn what you learn into practical proposals for Product, Tech, Operations and other teams. Help improve both the product and the processes behind the customer experience. - Shape a new team’s ways of working: Build on our foundations by proposing ideas, testing improvements and helping develop the routines, guidance and tools that make great support repeatable. - Use AI to make support better: Experiment with approved AI tools to help build scalable, high-quality workflows and automations that reduce repetitive work and improve the customer experience. Check outputs carefully and protect customer information throughout. ➡️ WHAT WE’RE LOOKING FOR - Clear communication and empathy: You communicate confidently in spoken and written French and English, listen actively and adapt your explanations to the person you’re helping. You’re excited about a role initially focused on phone conversations. You stay calm when conversations become challenging, acknowledge customers’ concerns and offer realistic next steps without making promises you can’t keep. - Empathy and composure: You stay thoughtful when conversations become challenging, acknowledge customers’ concerns and offer realistic next steps without making promises you can’t keep. - Problem-solving and creativity: You enjoy getting to the bottom of an issue, asking useful questions and exploring possible solu