Customer Care Officer - Spanish Market

⭐ Mission

The Customer Care team at Qonto guides and helps our clients succeed. We're proud of our 4.6/5 customer satisfaction 🌟 — and we keep pushing it higher. That's why we see Customer Care as a strong asset in our mission to create the finance solution that energizes SMEs and freelancers in Spain. You'll join a growing team in Barcelona, led by Cristina Martel García, as we scale our Spanish-market support.

👩‍💻🧑‍💻 As a Customer Care Manager 🇪🇸 at Qonto, you will

• Be a Qonto Ambassador: Delight our Spanish customers with sharp, fast support via email, chat, and phone — both inbound and outbound. Every interaction reinforces their decision to choose Qonto.
• Be the voice of our customers: Customer Voice is precious to us — we use it to continuously improve our product and maintain the "WOW" effect our customers love. You'll surface insights, flag root causes, and contribute around one improvement per month through our PDCA cycles.
• Hit our quality bar: Reach a Stellar Support score ≥ 70/100 (deep-dive quality score), fast First Reply Time (chat under 5 min, email under 30 min), and zero backlog at end of day.
• Take ownership: Identify anomalies, propose better problem-solving methods, and keep your teammates aligned on what's changing.

🤔 What you can expect

• An entry-level role where you'll build a solid foundation in fintech customer care, alongside experienced teammates
• An international, multicultural environment with offices across Europe
• A team that genuinely supports each other to be at their best
• Hybrid setup: 3 days in our Barcelona office / 2 days remote
• Weekend work is part of the role
• AI-forward tooling (Dust, Claude, internal AI assistants) — we want you to experiment

🤝 About your future manager

Your manager: Cristina Martel García, Lead Customer Care Spain.

• Her path: Strong customer relationship background. Joined Qonto 5 years ago as a Customer Success Officer and is now Lead for the Spanish market in full scope — account management, payment services, customer care.
• What she brings to you: Close coaching, knowledge sharing, and a clear vision of best-in-class Spanish-market support.

🏅 About you

• Experience: At least 1 year in a customer-facing role — or a first internship/experience in client-facing work. Backgrounds in hospitality, retail, hotels, restaurants, or boutiques are very welcome.
• Customer-centric: You show empathy and adapt your tone to what each customer needs.
• Communication: Excellent oral and written skills in Spanish ( C2) and English (C1).
• Tools: Comfortable with ticketing systems (Zendesk a plus), quick to pick up new tools (Aircall, Forest, Dust).
• Mindset: You enjoy collaborating with your team and you give and receive feedback openly.
• Availability: You're available to work weekends as part of the role.

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.