Customer Care Manager - Spanish 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. Join us as a Customer Care Manager to help Spanish SMEs and freelancers run their finances with confidence. You’ll be the first voice our customers hear, as part of a growing team in Barcelona, under the guidance of Cristina https://www.linkedin.com/in/cristina-martel-garc%C3%ADa-1596a7164/, our Lead Customer Care Spain. Our customers rate us 4.6/5 on Trustpilot https://www.trustpilot.com/review/qonto.com, and you’ll help push that higher. ➡️ What you’ll do - Delight our Spanish customers: You’ll give sharp, fast support by email, chat and phone, both inbound and outbound. - Hit a high quality bar: You’ll aim for a Stellar Support score of 70/100 or more, reply in under 5 minutes on chat and under 30 minutes on email, and end each day with zero backlog. - Be the voice of our customers: You’ll surface insights and root causes that help shape our product. - Improve how we work: You’ll contribute around one improvement a month through our PDCA cycles. - Work smarter with AI: You’ll use tools like Dust, Claude and our internal AI assistants to answer faster and spot patterns. ➡️ What we’re looking for - Customer-facing experience: You’ve spent at least a year in a client-facing role, or completed a first internship in one, and hospitality, retail or restaurant backgrounds are very welcome. - Empathy: You adapt your tone to what each customer needs. - Languages: You’re fluent in Spanish (C2) and confident in English (C1), both spoken and written. - Tool agility: You pick up new tools quickly, and you’re curious to experiment with AI in your daily work. - Weekend availability: You’re available to work weekends as part of the role. ➡️ What we can offer you - A strong start in fintech: You’ll build a solid foundation in customer care alongside experienced teammates. - A growing market: You’ll join the Spanish team while we scale, so your feedback shapes how we support the market. - A team that backs you: You’ll work with people who help each other be at their best. - Room to experiment with AI: You’ll have access to tools like Dust and Claude, and we want you to test new ways of working with them. ➡️ Your future manager You’ll report to Cristina https://www.linkedin.com/in/cristina-martel-garc%C3