Team Lead – Social Care & Internal Support

➡️ What you'll do

• Own Social Care end-to-end: Lead the team to deliver fast, high-quality support across X, Facebook, Instagram, LinkedIn, TikTok, and YouTube — reactive when it's urgent, proactive before it escalates;
• Handle sensitive escalations: Take over direct client escalations from non-standard channels, diagnose fast, coordinate the right stakeholders, and drive resolution;
• Be the real-time lifeline for frontline teams: Run Slack-based internal support during urgent situations and own incident communication for the entire Customer Care organization;
• Close the loop on reviews: Monitor Trustpilot, Google Reviews, and app store ratings, recover dissatisfied customers, and ensure the signal turns into fixes;
• Build the operating model from scratch: Define playbooks, escalation paths, KPIs, and coverage schedules for the team.

➡️ What we're looking for

• People manager in customer ops: You've led teams in customer support or operations for 5+ years and know how to coach people who work under pressure;
• Social Care background: You have hands-on experience in social media support, listening, and moderation — the support kind, not content planning;
• Sharp judgement under pressure: You make fast, sound calls in ambiguous situations and can coach a team to do the same;
• AI-ready: You use AI tools to sharpen how your team works — from drafting responses to spotting patterns — and you bring others along;
• Fluent in French and English: You write with precision and tone in French and English; Spanish or Italian is a plus.

➡️ What we can offer you

• Strategic Impact: This team is brand new — you'll define the operating model, the standards, and the culture from day one;
• High-stakes, high-visibility: Your team handles the situations that matter most to Qonto's reputation, with a direct line to leadership when it counts;
• Cross-functional reach: You'll work with Brand, product teams, and external BPO partners — not siloed in a support queue;
• Room to grow: As the team proves its model, scope, size, and influence follow.

➡️ Your future manager

Your manager will be Louis, our Head of Customer Care France at Qonto. Louis came from nearly 6 years at BCG as a consultant and project leader before joining Qonto as Strategic Projects Manager — and stepped into leading Customer Care France. He values structured thinking applied to real operational problems: expect clear frameworks, high standards, and a manager close enough to the work to roll up their sleeves.