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.

Operational expertise:

You are comfortable handling complex customer cases, investigations or Level 2 escalations.

Coaching:

You have experience reviewing support quality, coaching colleagues or delivering structured and actionable feedback.

Problem-solving:

You are analytical, pragmatic and able to learn complex products and processes quickly.

Languages and tools:

You are fluent in French and comfortable using tools such as Zendesk, Excel and Notion or their equivalents.

Experience in fintech, payments, SaaS or another complex product environment would be valuable, but it is not required.

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📌 Customer Care Manager — French Market - fixed-term contract (Barcelona)
🏢 Qonto
📍 Barcelona