Customer Care Officer - 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 4.8 on Trustpilot, based on 55,000+ reviews. Our culture puts customer satisfaction at the core of what we do, as proven by our Net Promoter Score of 75.

Our journey: Founded in 2017 by Alexandre and Steve, Qonto has grown to 1,600+ Qontoers serving over 600,000+ 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 because the best teams are built on merit.

AI at Qonto: AI is deeply embedded in how we work (here) - 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.

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⭐ Mission

The Customer Care team at Qonto guides and helps our clients succeed. We're proud of our 4.6/5 customer satisfaction 🌟 — and we keep pushing it higher. That's why we see Customer Care as a strong asset in our mission to create the finance solution that energizes SMEs and freelancers in Spain. You'll join a growing team in Barcelona, led by Cristina Martel García, as we scale our Spanish-market support.

👩‍💻🧑‍💻 As a Customer Care Manager 🇪🇸 at Qonto, you will

• Be a Qonto Ambassador: Delight our Spanish customers with sharp, fast support via email, chat, and phone — both inbound and outbound. Every interaction reinforces their decision to choose Qonto.
• Be the voice of our customers: Customer Voice is precious to us — we use it to continuously improve our product and maintain the "WOW" effect our customers love. You'll surface insights, flag root causes, and contribute around one improvement per month through our PDCA cycles.
• Hit our quality bar: Reach a Stellar Support score ≥ 70/100 (deep-dive quality score), fast First Reply Time (chat under 5 min, email under 30 min), and zero backlog at end of day.
• Take ownership: Identify anomalies, propose better problem-solving methods, and keep your teammates aligned on what's changing.

🤔 What you can expect

• An entry-level role where you'll build a solid foundation in fintech customer care, alongside experienced teammates
• An international, multicultural environment with offices across Europe
• A team that genuinely supports each other to be at their best
• Hybrid setup: 3 days in our Barcelona office / 2 days remote
• Weekend work is part of the role
• AI-forward tooling (Dust, Claude, internal AI assistants) — we want you to experiment

🤝 About your future manager

Your manager: Cristina Martel García, Lead Customer Care Spain.

• Her path: Strong customer relationship background. Joined Qonto 5 years ago as a Customer Success Officer and is now Lead for the Spanish market in full scope — account management, payment s