As aCustomer Care Manager for the French marketat 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 combinehands-on Level 2 support, quality analysis, coaching and operational problem-solvingacross 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 willResolve complex Level 2 casesescalated by frontline teams across card payments, payment terminals and Tap to Pay.Assess support qualityand 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 issuesand translate them into improvements to processes and knowledge documentation.Collaborate with Product and Techwhen cases require deeper investigation or reveal a potential product issue.What you can expectCombinereal customer supportwith a broader impact through coaching and quality improvement.Influence the consistency and effectiveness of ahigh-volume French-speaking Customer Care operation .Develop strong expertise inpayments and complex financial products .Work closely withGabrielle Ramahatafandry, external partners, Product and Tech teams.Help shape an evolvingquality and coaching modelrather than simply delivering existing training materials.About YouExperience:You have at least 2 years of experience in Customer Care, Customer Support or Customer Operations.Operational expertise:You are comfortable handling complex customer

📌 Customer Care Manager — French Market (Madrid)
🏢 Qonto
📍 Madrid