Customer Care Manager - French Market

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About the role

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 4.8 on Trustpilot, https://www.trustpilot.com/review/qonto.com based on 55,000+ reviews. Our culture https://qonto.com/en/careers/culture puts customer satisfaction at the core of what we do, as proven by our Net Promoter Score of 75 (more about our culture here https://medium.com/qonto-way/the-qonto-way-our-culture-is-our-strategy-90defd4895f9). Our journey: Founded 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 Qonto as a Customer Care Manager to deliver the kind of service that keeps our customers coming back. Working closely with Anaëlle's https://www.linkedin.com/in/ana%C3%ABlle-tabary-bbb9b712b/ Payment Services team, you'll resolve tickets end-to-end and contribute to the problem-solving projects that keep raising the bar, all from our Barcelona office. ➡️ WHAT YOU'LL DO - Resolve tickets end-to-end: Handle frontline and backline requests across payment services and account management, aiming for a quality score above 70/100. - Get to the real request: Understand what each client actually needs, and complete consent and identity checks when you call them. - Hit the team's pace: Meet the team's resolution lead-time expectations while managing a consistent ticket workload. - Spot what's breaking: Use your frontline work to catch recurring issues, then contribute to problem-solving analyses that fix them for good. - Grow into more scope: Start focused on ticket production, then free up time for problem-solving projects as you become more autonomous. ➡️ WHAT WE'RE LOOKING FOR - Native-level French, professional English: You'll handle French-speaking customers daily, and the primary working language across the company is English. - Compliance-minded: You follow consent and identity-check steps carefully, even when a ticket is urgent or a customer pushes back. - Customer care experience: You have a first experience resolving customer requests end-to-end (previous role, internship, or similar), and you're keen to grow into the role. - Clear, calm communicator: You adapt your tone to the customer in front of you and can explain a sensitive topic simply. - AI-fluent: You use AI tools to work faster, and you're keen to keep adapting how you work as new ones come along. ➡️ WHAT WE CAN OFFER YOU - A foundation role with a real path: move from ticket production into problem-solving projects, and later, potential product trainer or claims responsibilities. - A team that spans borders: work in Qonto's international environment alongside colleagues in Barcelona, Italy, and France, all covering the same full-sc

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