Customer Care Officer (VIP Clients) - French Market 🇫🇷

Our mission and customers: 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 4.8 on Trustpilot, based on 55,000+ reviews. Our culture puts customer satisfaction at the core of what we do, as proven by our Net Promoter Score of 75 (more about our culture here). Our journey: Founded in 2017 by Alexandre and Steve, Qonto has grown to 1,600+ Qontoers serving over 600,000+ 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. ------------------------------------------------------------------------------------------------------ Join us as a Customer Care Officer to support Qonto's clients — from fast-growing startups to established SMEs — across email, chat, and phone. You'll join a team of five, led by Edouard d'Anselme, and help maintain our 94% customer satisfaction score while handling complex, high-impact inquiries that directly affect Qonto's reputation and growth. ➡️ What you'll do Deliver personalised, in-depth support: Handle client inquiries across email, chat, and phone — from account questions to complex operational issues. You're the person clients trust to resolve things properly. Anticipate client needs and feed the product: Identify recurring pain points, flag them to Ops and Product teams, and contribute directly to improving Qonto's product through structured feedback. Build and improve internal processes: Set up dashboards, optimise workflows, and create new ways of solving problems using our continuous improvement methodology. Keep the team up to date on all developments. Handle high-profile client relationships: Support clients whose expectations are high and whose experience with Qonto matters strategically — your work directly influences retention and reputation. ➡️ What we're looking for Customer support experience: 2+ year in a customer support or service role handling high-profile clients. You've handled complex cases, not just ticket volume. Excellent communication: Strong oral and written communication skills. You adapt your tone and approach to each client — empathy and clarity in every interaction. Problem-solving mindset: You step back from difficult situations, identify root causes, and propose solutions. You ask for feedback and actively work to improve. Process improvement instinct: You don't just follow processes — you spot what's broken and fix it. You've suggested or built improvements in a previous role. Languages: Fluent French and English (both required). ➡️ What we can offer you Direct impact on Qonto's reputation: Our 94% satisfaction score isn't an accident — it's built by the team you're joining. Your interactions shape how clients perceive Qonto. A cross-functional feedback loop: You'll work closely with Ops and Product teams. The patterns you spot in client requests directly influence what Qonto builds next. A team that invests in growth: Daily case discussions, consistent feedback, and space to explore projects beyond your core responsibilities. This isn't a dead-end support role. Autonomy with support: A small team of five where you own your work, with a manager who's available daily and focused on your development. ➡️ Your future manager Your manager will be Edouard d'Anselme, Lead Customer Care. His path? Edouard started in the banking sector, moved into B2B business, then joined Qonto as a Key A