Customer Care Officer - Portuguese Market 🇵🇹

Our mission? Creating the freedom for SMEs to succeed in business and beyond, by delivering Europe’s leading finance workspace. We combine business-class tools (seamless invoicing, spend management, and pre-accounting) with unwaveringly attentive 24/7 support, designed to help businesses breeze through all things finance.
Our journey: Founded by Alexandre and Steve in July 2017, Qonto has rapidly gained trust, serving over 500,000 customers. Thanks to our wonderful team of 1,600+ Qontoers, we also made it to the LinkedIn Top Companies French ranking!
Our values:Customer focus | Prioritize customers in everything you doOwnership | Own your part, get things doneTeamwork | Make (team)work easyMastery | Continuously raise the barIntegrity | Always do what’s right, and respect people
Our beliefs: At Qonto, we're committed to fostering a welcoming environment where everyone can thrive. We prioritize evaluating applicants based solely on skills and potential, ensuring diversity with 50% international team members, 44% women, and 20% parents. Join us in building a workplace that celebrates diversity and individuality.
Discover the steps we took to create a discrimination-free hiring process.
Join Qonto's exciting expansion into the Portuguese market as a Customer Success Representative.
You'll play a crucial role in establishing our presence by delivering exceptional onboarding experiences and ongoing support to our new customers. Working closely with Francesca, our Team Leader, you'll help shape our customer success strategy in this new market, directly impacting Qonto's growth and reputation in Portugal.
👩‍💻🧑‍💻 As a Customer Success Representative at Qonto, you will:
- Be a Qonto Ambassador! : Handle both onboarding and customer care for Portugal, ensuring a smooth start for new clients and ongoing support  - Achieve and maintain a Customer Satisfaction (CSAT) score of 85% or higher: Ensure high levels of customer satisfaction by addressing client needs effectively  - Respond to customer inquiries: Balance speed and quality in handling customer inquiries, providing timely and accurate assistance  - Collaborate with the Risk and Compliance team: Improve onboarding procedures and FAQs for Portugal, ensuring compliance and clarity
🤔 What you can expect:
- Market/Team Context: Be part of Qonto's exciting expansion into new European markets, working in a fast-paced, growth-oriented environment- Methodologies: We value continuous improvement, data-driven decision-making, and customer-centric approaches- Tools: You'll become proficient in using Zendesk, Notion, Mayday, Forest, and other tools to manage customer interactions efficiently- Growth Opportunity: As an early member of the CS Portugal team, you'll have the chance to impact our success and grow with the company significantly
🤝About your future manager
Her Background: Francesca is the team leader of Qonto’s Italian team within the onboarding department. She joined Qonto in May 2021 after previous managing roles within other fast-scaling companies, such as the French tech Meero.
What can she bring to you? Francesca has many previous experiences in team management and is enthusiastic about applying localization to customer service to develop the best user experience in market-specific contexts. Her team is all about cooperation, communication, and growth by giving room to everyone to be heard and bring their ideas to the table.
🏅About You
- Experience: You have a background in customer success, preferably with experience in improving standards and procedures- Languages: You're a native or C2-level speaker of Portuguese with an excellent understanding of the local business culture, and you also have a very good level of English.- Skills: You excel in multitasking, attention to detail, and have strong written and verbal communication abilities- Tech-savvy: You're comfortable learning and working with multiple software tools simultaneously- Attitude: You're proactive, curious, and eager to contribute to