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 Team Lead Social Care amp; Internal Support to build and run Qontos brandnew reactive team in Customer Care France Youll own the situations that matter most for our reputation: social media sensitive client escalations frontline incident support and online ratings all under the guidance of our Head of Customer Care France

What youll do

- Own Social Care endtoend: Lead the team to deliver fast highquality support across X Facebook Instagram LinkedIn TikTok and YouTube reactive when its urgent proactive before it escalates;
- Handle sensitive escalations: Take over direct client escalations from nonstandard channels diagnose fast coordinate the right stakeholders and drive resolution;




- Be the realtime lifeline for frontline teams: Run Slackbased internal support during urgent situations and own incident communication for the entire Customer Care organization;
- Close the loop on reviews: Monitor Trustpilot Google Reviews and app store ratings recover dissatisfied customers and ensure the signal turns into fixes;
- Build the operating model from scratch: Define playbooks escalation paths KPIs and coverage schedules for the team
- What were looking for

People manager in customer ops: Youve led teams in customer support or operations for 5 years and know how to coach people who work under pressure;Social Care background: You have handson experience in social media support listening and moderation the support kind not content planning;Sharp judgement under pressure: You make fast sound calls in ambiguous situations and can coach a team to do the same;AIready: You use AI tools to sharpen how your team works from drafting responses to spotting patterns and you bring others along;Fluent in French and English: You write with precision and tone in French and English; Spanish or Italian is a plus

What we can offer you

Strategic Impact: This team is brand new youll define the operating model the standards and the culture from day one;Highstakes highvisibility:



Your team handles the situations that matter most to Qontos reputation with a direct line to leadership when it counts;Crossfunctional reach: Youll work with Brand product teams and external BPO partners not siloed in a support queue;Room to grow: As the team proves its model scope size and influence follow

Your future manager

Your manager will be our Head of Customer Care France at Qonto Louis came from nearly 6 years at BCG as a consultant and project leader before joining Qonto as Strategic Projects Manager and stepped into leading Customer Care France He values structured thinking applied to real operational problems: expect clear frameworks high standards and a manager close enough to the work to roll up their sleeves

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

Counselors, Social Workers, And Other Community And Social Service Specialists

📌 Team Lead – Social Care & Internal Support (Barcelona)
🏢 Qonto
📍 Barcelona