Customer Care Manager

Title: Customer Care Manager

Location: Barcelona

Type: Fixed-term

Workplace: hybrid

Category: Customer Service - Spain 🇪🇸

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.