Our mission and customers: We are creating the freedom for SMEs to succeed by delivering Europes leading finance workspace with banking at its core augmented by financial tools We are proud to be based on 55000 reviews puts customer satisfaction at the core of what we do as proven by our Net Promoter Score of 75 more about our culture

Our journey:Founded in 2017 by and Qonto has grown to 1600 Qontoers serving over 600000 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 isnt a program; Its who we are because the best teams are built on merit

AI at Qonto: AI is deeply embedded in how we work 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 a Customer Support Manager to own the KYBKYC lifecycle for Qontos German business customers based in our Barcelona office

You will report to Lead of the Customer Onboarding Lifecycle team for Germany

You wont be handling account usage questions your focus is the structured compliancedriven work that happens after a customer is validated: periodic reviews data remediation and documentation

What youll do

- Own lifecycle reviews: Conduct periodic KYBKYC rereviews for German business customers managing your caseload through Qontos internal tools
- Handle customer support: Reach out to customers via email chat and phone to collect updated documentation or resolve data gaps direct client communication is a regular part of the role
- Identify process gaps: Spot recurring blockers inconsistencies in documentation flows or tool limitations and flag them to the team your observations feed directly into how the team improves its processes and knowledge base




- Maintain knowledge resources: Contribute to and update internal documentation via Notion AI ensuring the teams knowledge base reflects current procedures and regulatory requirements
- Operate with precision on compliance cases: Work on cases with legal and regulatory implications an overlooked data point or an unclear client communication can directly affect a customers account status
- What were looking for 12 years in a customerfacing role: Youve worked in customer support onboarding or success ideally in a structured environment with KPIs You dont need to come from KYCKYB specifically but you need to be comfortable with processdriven work and accountabilityNativelevel German: Youll communicate directly with German business owners and entrepreneurs The bar is high your written German needs to be precise professional and clear because errors in compliance communications have consequencesAttention to detail in complex cases: You read carefully before acting You notice when something doesnt add up and you ask rather than assume This matters most when cases have regulatory implicationsComposure under pressure: Lifecycle reviews can stack up You stay methodical and solutionfocused when the queue is long and cases are ambiguousImprovement mindset: You dont just process tickets you notice patterns flag blockers and contribute to making the teams tools and processes sharper What we can offer you Substance from day one:



Youll work on KYBKYC lifecycle cases compliance reviews remediation campaigns riskclassbased revalidations with real regulatory weight The learning curve is steep and intentionalA team being built deliberately: The team is structured around distinct ownership areas with a defined mission per person not a generic shared task listTools that match the work: Youll use Aircall for client calls and Notion AI for knowledge management Your future manager

Your manager will be Lead of the Customer Onboarding Lifecycle team for Germany based in Barcelona

His path?

Originally from Germany Rafael started his career in hospitality before transitioning into customer support He has been with Qonto for almost four years growing with the company into his current role as KYBKYC Operations Lead Lifecycle GermanyWhat does he bring to the team?

Rafael built the KYBKYC Lifecycle team around defined ownership areas and structured processes each team member owns a specific mission rather than a shared queue He runs interviews conversationally prioritises character and thinking alongside technical fit and is deliberate about who joins the team At Qonto we understand that true diversity isnt just about ticking boxes on a hiring checklist Apply regardless of the boxes you tick who knows?

You may have the missing piece of the puzzle weve been searching for all along By applying you agree that Qonto processes your personal data to assess your application Your data is kept for up to 2 years in our candidate pool Read our for full details On average our hiring process lasts 20 working days Moreinformationon our candidate journey

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Required Skill Profession

Information And Record Clerks

📌 Customer Support German market (Barcelona)
🏢 Qonto
📍 Barcelona