Customer Care Officer - Usage - French 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 us as a Customer Care Manager in Paris and be part of shaping the future of business banking in Europe. Your mission will be to ensure our 500,000+ customers receive exceptional support for their daily banking operations while maintaining our industry-leading satisfaction score of 4.7/5. Working with Julie, our experienced Customer Care Team Lead, you'll drive continuous improvement in our customer experience.

👩‍💻🧑‍💻 As a Customer Care Manager at Qonto, you will 
• Handle 10-15 customer support tickets daily, maintaining a resolution rate of 90% within 24 hours • Master our product ecosystem to provide accurate solutions for billing, funding, account closures, and accounting functionalities • Collaborate with Product and Operations teams to escalate technical issues and contribute to product improvement • Participate in weekly team workshops to analyze cases and develop innovative solutions for recurring customer pain points • Maintain our high customer satisfaction standards while handling complex customer situations

🤔 What you can expect 
• Join a diverse team of 5 members split between Paris and Barcelona, supporting over 500,000 customers across Europe • Experience our data-driven approach to customer service, with weekly performance reviews and continuous feedback loops • Our team recently achieved a 25% improvement in first-response time through process optimization • Master industry-leading tools, including Zendesk for ticket management, Notion for knowledge sharing, and our proprietary banking interface

🤝 About your future manager 
Your future manager will be Julie Risbourg, our Team Lead for Account Usage at Qonto.
• Her path? Julie brings a unique blend of customer success and content creation expertise to her leadership role. Starting at Qonto in 2022 as a Customer Success Officer for VIP clients, she quickly progressed through various roles, showcasing her ability to understand and enhance the customer experience. Prior to Qonto, she co-founded Hupla, where she developed strong customer success management skills while supporting SMEs in their CSR journey. Her experience at BNP Paribas and various startups has given her a deep understanding of both customer needs and business operations.• What can she bring to the team?As your manager, Julie will help you develop both your technical expertise and soft skills while contributing to Qonto's mission of delivering exceptional customer service:She excels at bridging the gap between Product and Customer Support teams, ensuring clear communication and efficient processesHer background in training and documentation means she puts a strong emphasis on team development and knowledge sharingShe brings a strong focus on continuous improvement, having worked on optimizing proc