Customer Care Onboarding

**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 600,000 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 55% international team members, 44% women, and 20% parents. Join us in building a workplace that celebrates diversity and individuality.

Discover the steps we took to create a discrimination-free hiring process.
- **Mission**: Join us as a Customer Care Manager - Onboarding to shape exceptional customer experiences and drive growth in our Italian market.
- **Impact**: You will work closely with Martin, our Head of Customer Onboarding, and be part of our expanding Italian operations team. Your expertise will directly contribute to delivering outstanding customer experiences and supporting Qonto's continued growth in Italy.

‍‍ As a Customer Care Manager - Onboarding at Qonto, you will:

- Guide Italian customers through KYC/KYB processes, maintaining high conversion rates while ensuring excellent compliance standards and customer satisfaction
- Deliver prompt responses on Zendesk while managing both frontline and critical backline operations
- Own procedure optimization and workflow improvements, collaborating with Risk & Compliance teams on process enhancements
- Analyze customer communication quality and contribute to process improvement projects using Forest, Zendesk, Aircall, Notion, Tableau, and Metabase
- Support cross-functional initiatives and phone-based customer follow-ups to ensure exceptional service delivery

What you can expect:

- **Strategic impact environment**: Your work directly supports one of Qonto's most important markets, contributing to our Italian growth and customer success initiatives
- **International team structure**: Join experts split between Barcelona (onboarding focus) and Paris (lifecycle management), with new leadership arriving in October
- **Diverse responsibilities**: Combine customer service excellence with compliance duties, critical thinking, and quality assurance
- **Continuous learning**: Shadow experienced team members, improve procedures, and contribute to workflow developments

About your future manager:
**Martin** has built his expertise in customer success over 7+ years at Qonto, evolving from Customer Success Officer to Team Lead and now Head of Customer Onboarding. Before joining Qonto, he gained international experience working in Canada. He holds degrees in business and technology, giving him a strong foundation in both areas.

Martin combines deep knowledge of Qonto's onboarding with international experience and multilingual skills to lead diverse, high-performing teams. With a background in customer experience and team leadership, he fosters autonomy, accountability, and individual growth. Martin believes in providing the resources and space you need to thrive, while being available for coaching and support every step of the way.

About You:
**Experience**: First experience in customer support, ideally in fintech, banking, or regulated environments - we welcome junior profiles eager to grow

**Languages**: Fluent Italian and English are essential

**Technical skills**: Proficiency with customer communication tools like Zendesk, ability to learn Forest, Notion, Tableau, and other internal systems

**Quality mindset**: Strong attention to detail, critical thinking skills, and ability to work within structured frameworks

**Growth orientation**: You're motivated by learning opportunities, process improvement, and contributing to team success

**Location**: Position based in Milan

**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;
- 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 paren