Customer Care Manager - Account Management (Security & Administration)

Job details

Work model

Hybrid

Salary

Not listed by source

Location

Barcelona

Job description

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 (more about our culture here). 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. ------------------------------------------------------------------------------------------------------ Join us as Customer Care Manager in the Account Management team to give our French market clients the kind of support that makes them feel genuinely taken care of. You'll resolve production tickets, untangle complex problems, and help shape the way our Account Management team operates, under the guidance of Axelle, our Team Lead. ➡️ What you'll do Own client tickets end-to-end: Solve problems across chat, email, and occasional video calls for non-VIP clients in the French market. Dig into the details: Investigate account activity, company profiles, and transaction history to find the right answer, not just a quick one. Go beyond the obvious fix: Proactively recommend products or solutions based on what each client actually needs. Partner with Product and Tech: Help resolve bugs and feature requests that need cross-functional problem-solving. Fix what's broken around you: Contribute to "broken windows" projects like improving CRM workflows or building better internal databases. ➡️ What we're looking for Customer-facing experience: You've worked directly with clients before, in customer care or a similar role. Sharp written communication: You write clearly and professionally in French and English, across chat, email, and calls. A natural problem-solver: You enjoy untangling tricky, ambiguous situations rather than escalating them. Curiosity that drives learning: You're comfortable reading documentation and figuring things out independently. AI-fluent mindset: You're keen to use AI tools to work faster and rethink how the job gets done, not just to tick a box. Flexible availability: You're comfortable working outside of standard office hours and on weekends when clients need support. ➡️ What we can offer you Real specialization, fast: Move beyond foundation-level work within months as you build full-scope expertise. Trust-based autonomy: Once trained, you'll own your tickets and projects without anyone looking over your shoulder. A clear path forward: Foundation work here can lead into product, project ownership, or other specialized tracks. Hands-on mentorship: You'll be coached directly by senior teammates invested in your growth.

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