Customer Care Manager - Spanish Market
Job description
About the Position
Customer Care Manager - Spanish Market
Barcelona, Spain
About the Company
We are creating the freedom for SMEs to succeed by delivering Europe's leading finance workspace with banking at its core, augmented by financial tools. We are proud to be rated 4.7 on Trustpilot, based on 60,000 reviews. Our culture puts customer satisfaction at the core of what we do (more about our culture here*).*
Our Journey
Founded in 2016 and launched in 2017 by Alexandre and Steve, Qonto has grown to 1,700 Qontoers serving over 750,000 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 isn't a program; It's who we are. We've built a discrimination-free hiring process because the best teams are built on merit.
AI at Qonto
AI is deeply embedded in how we work (here) - 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.
Responsibilities
- Delight our Spanish customers: You’ll give sharp, fast support by email, chat, and phone, both inbound and outbound.
- Hit a high quality bar: You’ll aim for a Stellar Support score of 70/100 or more, reply in under 5 minutes on chat and under 30 minutes on email, and end each day with zero backlog.
- Be the voice of our customers: You’ll surface insights and root causes that help shape our product.
- Improve how we work: You’ll contribute around one improvement a month through our PDCA cycles.
- Work smarter with AI: You’ll use tools like Dust, Claude, and our internal AI assistants to answer faster and spot patterns.
Requirements
- Customer-facing experience: You’ve spent at least a year in a client-facing role, or completed a first internship in one, and hospitality, retail, or restaurant backgrounds are very welcome.
- Empathy: You adapt your tone to what each customer needs.
- Languages: You’re fluent in Spanish (C2) and confident in English (C1), both spoken and written.
- Tool agility: You pick up new tools quickly, and you’re curious to experiment with AI in your daily work.
- Weekend availability: You’re available to work weekends as part of the role.
We Offer
- A strong start in fintech: You’ll build a solid foundation in customer care alongside experienced teammates.
- A growing market: You’ll join the Spanish team while we scale, so your feedback shapes how we support the market.
- A team that backs you: You’ll work with people who help each other be at their best.
- Room to experiment with AI: You’ll have access to tools like Dust and Claude, and we want you to test new ways of working with them.
Your Future Manager
You’ll report to Cristina, Lead Customer Care Spain. Cristina joined Qonto 5 years ago as a Customer Success Officer and now leads the Spanish market across account management, payment services, and customer care. Expect close coaching, open knowledge sharing, and a clear vision of best-in-class support.
Diversity
At Qonto, we understand that true diversity isn’t 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 we’ve been searching for all along.
Hiring Process Duration
On average, our hiring process lasts 20 working days. More information on our candidate journey here
Data Retention
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 Privacy Notice for full details.
© Qonto Germany. This job description was sourced from the employer's public career page. TheJob is not the employer — we index the posting and route candidates to the source. All content rights and hiring decisions belong to the employer.