As a Customer Care Manager for the French market at Qonto, you will help raise the quality and consistency of our frontline Customer Care operations.
This is not a traditional full-time training role. You will combine hands-on Level 2 support, quality analysis, coaching and operational problem-solving across our Payment Services scope, including card payments, payment terminals and Tap to Pay.
Your goal will be simple: help our frontline partners resolve customer requests accurately and efficiently while continuously improving how support is delivered.
You will work closely with Gabrielle Ramahatafandry , your future manager, to strengthen the quality, coaching and operational performance of the French-speaking Customer Care scope.
As a Customer Care Trainer at Qonto, you will
- Resolve complex Level 2 cases escalated by frontline teams across card payments, payment terminals and Tap to Pay.
- Assess support quality and turn customer interactions into clear, specific and actionable feedback.
- Coach and calibrate external partner Team Leads ,
helping them strengthen their coaching practices and team performance.
- Identify recurring customer and operational issues and translate them into improvements to processes and knowledge documentation.
- Collaborate with Product and Tech when cases require deeper investigation or reveal a potential product issue.
What you can expect
- Combine real customer support with a broader impact through coaching and quality improvement.
- Influence the consistency and effectiveness of a high-volume French-speaking Customer Care operation .
- Develop strong expertise in payments and complex financial products .
- Work closely with Gabrielle Ramahatafandry , external partners, Product and Tech teams.
- Help shape an evolving quality and coaching model rather than simply delivering existing training materials.
About You
- Experience: You have at least 2 years of experience in Customer Care, Customer Support or Customer Operations.
- Oper
📌 Customer Care Manager — French Market (España)
🏢 Qonto
📍 España