Head of Customer Service

Full Time

Paris

Our mission is to create the most amazing banking experience for SMEs through technology, elegant design, and an outstanding sense of customer care. At Qonto, we believe that great services come from great thinkers, that’s why we strive to provide an environment that will allow you to feel comfortable and help you excel in your work (read more about our method).
 

Alexandre and Steve launched Qonto in July 2017, and the team reached great achievements since then:
  • Market leader for online SME banking in Europe
  • 75,000 SME clients
  • Outstanding customer satisfaction (App Store | Google Play | TrustPilot)
  • Recognized as one of the best startups to work at (Wired | LinkedIn)
  • €136 million raised
  • International investors with a solid fintech experience
  • And 200+ happy Qontoers helping us building the bank of our dreams (just that!)
 

Our values:
  • Ambition | We tackle big challenges no matter what
  • Teamwork | We create magic by collaborating at the same speed
  • Mastery | We pursue excellence through continuous learning and by facing challenges humbly every day
  • Integrity | We are transparent and trustworthy with our clients and each other
 

The mission of the operations department is to offer the best daily service to our customers while ensuring fluid internal processes, permanent monitoring of the activity and an optimal level of security (especially with regards to back office and fraud).
 

As a Head of Customer Service, you will play a key role in achieving Qonto’s main mission: create the bank all businesses love.
 

You will be responsible for an internal team of +40 Customer Success officers and will lead 6 Customer success managers. You will report to Qonto’s Customer Success Director, Ruben and interact on a daily basis with the founders, Steve and Alex.
  • ️Your responsibilities
  • Build the most customer-centric bank: You will build and grow a world-class customer support experience through quality of the answers, lead-time and cost-efficiency.
  • Team Management: You will be responsible for the overall direction, performance management, coordination and evaluation of the team.
  • Continuous improvement: You will contribute to the alignment of our methodology and processes. You will identify customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate.
  • Great team player: You will work strategically and collaboratively with all our departments to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures.

About You

  • Experience: You have 5+ years as a Manager of a Customer Service team handling complex requests with direct experience in Contact Center Operations.
  • Customer-Centric: Your main concern is to build the right environment to engage the team and deliver a first-class banking customer service. You both know and like to put your hands in production to set an example for, support and train your team.
  • Data-Driven: You have a strong knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement.
  • Communication: You are a strong communicator with excellent verbal and written communication skills.
  • Mastery: You are pretty comfortable with Six Sigma & Lean Processes
  • Languages: You are fluent in French and English (speak either German, Italian or Spanish is a real plus).
  • Education: You have a degree from a leading university or masters program.

Perks

    • You got it: helping you succeed is our #1 priority. We have put together several perks to make your life easier and more will unlock as Qonto grows further
 

    • Team
      • 3,200 sqm fully-renovated building near Opera with WeWork services
      • Monthly team events, and yearly offsite (Barcelona, Sicily… what’s next?)
      • Free coffee, snacks in the kitchen and a budget allocated to managers for small team events
      • The latest in Apple’s equipment
 

  • Qonto’s benefits
    • 1 day of remote work per week
    • 5 to 10 days off in addition to the legal 25 days
    • A Qonto Card that you can use as for lunch
    • Access to thousands of gyms and activities for 10-30€ a month, through our partnership with Gymlib
    • Relocation package and visa sponsorship for international talents (we have 25+ nationalities based in Paris!)

How we have adapted our hiring process to the current context

    • Is Qonto still recruiting? What are we planning for the next few months?
There are so many questions you may be asking yourself. The current public health crisis may have you doubting whether you should even be applying right now.
We strive to be the bank all businesses love. To continue to reach this goal, we need to hire talent more than ever.
That’s why we guarantee a fully remote recruitment process for all candidates!
We are lucky to have digital tools to help us continue to live and work as best we can despite everything going on.
 

    • Here is what you can expect from our adapted recruitment process:
      • A 60 min video-call with one of our talent acquisition managers to better understand your career plan and answer any of your questions
      • A 60 min video-call with your future manager to create a strong alignment on what they will expect from you and tell you more on their way of operating
      • A fully remote exercise to evaluate your abilities and give you a taste of what you could work on at Qonto
      • Video-calls with future team members to help you envision yourself at the company
      • A final video-call with one of our C-level/Founders
 

  • Offers usually follow within 48 hours :)