Customer Care Onboarding

**Our mission**? Creating the finance solution that energizes SMEs and freelancers, so they can achieve more. We simplify everything from everyday banking to bookkeeping and spend management. At Qonto, we’re passionate about creating the best product - with both impact and a great user experience. So if you’re looking for an ambitious team that’s revolutionizing a rather old-fashioned industry, get in touch. You can find out more about the
**Qonto Way** here.

Alexandre and Steve launched Qonto in July 2017. Since then, the team has made great strides:

- Becoming market leader for online SME banking in Europe with 300,000 SME clients
- Getting recognized as one of the Top 10 startups to work for (LinkedIn | Glassdoor)
- Opening offices in Paris, Berlin, Milan, Barcelona and Belgrade
- Recently joining forces with Penta, a market leader, based in Berlin and Belgrade to strengthen our growth
- 900+ happy Qontoers building a finance solution businesses love to use.

**Our values**:
**Ambition** | We tackle big challenges. No matter what

**Teamwork** | We create momentum by working together, at the same speed

**Mastery** | We pursue excellence through continuous learning. We face challenges with humility. Every day

**Integrity** | We're open. We're honest. And we earn the trust of our clients and each other

The mission of the Operations department is to offer the best service to our customers while ensuring fluid internal processes, permanent monitoring of activities, and an optimal level of security (especially on back-office and fraud topics).

Join our
**Customer Care team** of +80 people where you will manage a portfolio of German Qonto business customers. Reporting to Anton, our Lead Customer Success Onboarding Germany, and among a team of 2, you will be fully dedicated to onboarding our new German clients, improving our procedures and the way we work, while maintaining high customer satisfaction.

We are proud of our
**4.6/5 customer satisfaction** and we always want to improve it That's why we see our Customer care team as a strong asset in our mission to become the finance solution all businesses love.

‍‍
**As a Customer Success Officer Onboarding at Qonto, you will**
- **Be the voice of our customers**: Customer Voice is precious to us, we use it in order to continuously improve our product and maintain the “WOW” effect that our customers love.
- **Set up internal processes** to better respond to customer requests (update FAQs, dashboards, macros, make feedback to Ops and Product teams, etc.).
- **Take ownership.** You will identify anomalies, optimize and set up new ways of problem-solving and keep your colleagues, internally and externally, up to date on all of this.

**What you can expect**
- A clear path to move forward in your career
- An interesting international and multicultural environment
- A team that supports each other to be the best they can be
- Learn new ways of working and continuous improvement techniques

**About your future Manager**

You will report directly to Anton, our Lead Customer Success Onboarding
- **What he can bring to you?** Decision-making based on data-driven work, and he will grant you autonomy and ownership in order to meet together the goals.

**About You**
- **Experience**: You have a first experience in customer support.
- **Customer-centric**: You show empathy and adapt your speech according to your customers' needs.
- **Goal-oriented**: You strive to achieve your daily targets.
- **Communication skills**: You have excellent oral and written skills.
- **Mastery**: You excel in using SaaS tools (Intercom, Zendesk, Jira).
- **Languages**: You are bilingual in German, and have a good level of English.**Perks**
- A laptop. An inclusive work environment. A tailor-made career track. And so much more to help you succeed

**Office & Team Life**
- A central fully-renovated building in Berlin with WeWork services
- The latest equipment from Apple
- Monthly team events
- Free coffee and snacks in the kitchen

**Qonto’s benefits**
- A competitive salary package
- Tailor-made Remote Policy
- 28 days of paid leave
- Moka Care to take care of your mental health and gym access with Urban Sports Club
- Meal vouchers
- 50% public transportation reimbursement
- An inclusive environment with a focus on parity: 44% of our teams are women
- Relocation package and visa sponsorship for international talents (we have 60+ nationalities) including access to Busuu to improve your language skills
- Career tracks and mobility opportunities that can match all expectations

**Our hiring process**:

- **A 60 min video call with one of our Talent Acquisition Managers,** to better understand your career plan and answer any questions you may have
- **A 60 min video call with your future manager,** to be aligned on expectations on both sides and to talk about how you would work together
- **A remote exercise** to evaluate your skills and give you a taste of what working Qonto