Customer Service Officer - French Market 🇫🇷
Qonto
Customer Service
Paris, France
Posted 6+ months ago
Our mission? Creating the freedom for SMEs to succeed in business and beyond, by delivering Europe’s leading finance workspace. We combine business-class tools (seamless invoicing, spend management, and pre-accounting) with unwaveringly attentive 24/7 support, designed to help businesses breeze through all things finance.
Our journey: Founded by Alexandre and Steve in July 2017, Qonto has rapidly gained trust, serving over 500,000 customers. Thanks to our wonderful team of 1,600+ Qontoers, we also made it to the LinkedIn Top Companies French ranking!
Our values:
Customer focus | Prioritize customers in everything you do
Ownership | Own your part, get things done
Teamwork | Make (team)work easy
Mastery | Continuously raise the bar
Integrity | Always do what’s right, and respect people
Our beliefs: At Qonto, we're committed to fostering a welcoming environment where everyone can thrive. We prioritize evaluating applicants based solely on skills and potential, ensuring diversity with 50% international team members, 44% women, and 20% parents. Join us in building a workplace that celebrates diversity and individuality.
⭐ Mission:
Join us as a Customer Service Officer to solve customer problems through continuous improvement and become the customer voice within our Operations team.
You'll support our clients in their company creation journey, helping them navigate both existing company setups and capital deposit processes with excellence while maintaining our ambitious goal of a 4.7 CSAT score.
You'll work closely with Tess or Marie as part of a 20-person Customer Service french team, contributing to our mission of offering the best service to customers while ensuring fluid internal processes and optimal security.
👩💻🧑💻 As a Customer Service Officer at Qonto, you will:
• Act as a Qonto Ambassador by providing exceptional customer support across multiple channels (phone, email, chat, social networks) to resolve capital deposit inquiries and guide French companies through critical onboarding steps
• Be the voice of our customers by analyzing daily customer problems and collaborating with Product, Tech, Compliance, and AML teams to implement continuous improvements and maintain the "WOW" effect
• Set up and maintain internal processes to better respond to customer requests (create, update FAQs & macros, challenge existing procedures) and provide feedback to Operations and Product teams
• Take ownership by identifying anomalies, optimizing problem-solving approaches, and supporting company creation processes by assisting clients, notaries, accountants, and experts involved in capital deposit procedures
🤔 What you can expect:
• Dynamic FinTech environment: You'll work in the fast-growing capital deposit sector with diverse daily challenges requiring creative problem-solving and regulatory expertise in the French market, while helping entrepreneurs launch their businesses
• Cross-functional collaboration: Daily interaction with Risk, Compliance, Product, Operations (AML, BO, CS), Sales teams, plus external stakeholders including customers, notaries, and providers, giving you exposure to various aspects of financial services
• Innovation-driven culture: Direct input into projects from conception to implementation, with opportunities to identify issues, analyze root causes, and develop countermeasures using our ownership culture that breaks silos
• Advanced tools: Master our tech stack including CRM systems (Zendesk, Intercom, Salesforce), Notion for documentation, Slack for team communication, and specialized compliance tools for KYC/KYB verification
🤝 About your future manager :
Since we are growing both teams, you will report either to Marie (Existing Companies) or Tess (Capital deposit):
Marie, who leads the Existing Companies team with extensive experience in customer operations and regulatory compliance. Marie is passionate about developing talent and creating an environment where team members can take ownership of improvements from A to Z. She values innovation in processes and ensures her team has direct influence on product development.
Tess, who leads the Capital Deposit team in Barcelona. Tess brings extensive experience in customer success operations and is passionate about developing junior talent, currently mentoring the team through a transition period with hands-on guidance and gradual responsibility increase.
🏅About You:
• Customer service experience: You have initial experience of at least 2 years in customer-facing roles, preferably in FinTech, SaaS, or financial services, with a track record of customer satisfaction;
• Bilingual communication excellence: You are fluent in both English and French with exceptional written communication skills, essential for handling complex regulatory explanations and customer interactions;
• Analytical problem-solving skills: You can analyze customer issues, identify patterns, and work with technical teams to implement solutions while demonstrating strong workplace organization and sense of priority;
• Cross-functional collaboration: You excel at working with multiple departments and can translate customer needs into actionable insights for internal teams;
• Adaptability in regulated environments: You're comfortable learning compliance procedures (KYC, KYB, AML) while maintaining efficiency and accuracy in a dynamic, fast-paced fintech environment.
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.
🎁 Perks
A tailor-made and dynamic career track. An inclusive work environment. And so much more to help you succeed.
- Offices in Paris, Berlin, Milan, Barcelona, and Belgrade;
- Tailor-made remote work policy depending on the job you apply for and where you live;
- Competitive salary package;
- A meal voucher;
- Public transportation reimbursement (part or global);
- A great health insurance (depending on the country);
- Employee well-being initiatives: access to Moka Care to take care of your mental health and great offers for sports and wellness activities;
- A progressive disability and parenthood policy (1 in 6 of Qonto employees is a parent!) and childcare benefits with selected partners;
- Monthly team events.
💬 Our hiring process:
- Interviews with your Talent Acquisition Manager and future managers
- A remote exercise to demonstrate your skills and give you a taste of what working at Qonto could be like
On average, our process lasts 20 working days and offers usually follow within 48 hours 🤞
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