Customer Success Team Lead

**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.

Discover the steps we took to create a discrimination-free hiring process.
- **Mission**:

- Join us as a **Team Lead for the Onboarding Capital Deposit France team** to develop and guide a team of five members, focusing on people development and maintaining high customer satisfaction metrics. You will be crucial in stabilizing the team's leadership structure while working closely with Timothée, our Customer Onboarding Lead France, to **ensure smooth customer onboarding journeys from initial registration to account validation.**

‍‍ **As a CS Team Lead at Qonto, you will**:

- **Lead and develop a team of five members**, focusing on their career growth and professional development rather than purely on product management
- **Drive team performance** by maintaining key customer satisfaction metrics, including CSAT, Trustpilot Rating (currently at 4.8), and Customer Effort Score (CES)
- **Ensure operational efficiency** by implementing the Right First Time approach, validating customer onboarding documents correctly on the first submission
- **Develop problem-solving skills** within the team, helping members take a strategic approach to challenges
- **Manage the customer onboarding process** from initial registration to account validation, working closely with Compliance, Product, and Business Process Outsourcing (BPO) teams

**What you can expect**:

- **Team Context**: You'll join a well-established team that plays a critical role in the customer journey, specifically managing the process from initial company registration through account validation. Your team operates at a crucial conversion phase between contractualization and account validation.
- **Stakeholder Collaboration**: You'll work closely with three primary stakeholder groups: Compliance, Product teams, and Business Process Outsourcing (BPO) providers, ensuring smooth company creation and onboarding processes.
- **Performance Focus**: Your team's success is measured through key metrics, including customer satisfaction (CSAT), Trustpilot ratings, lead time, and Right First Time document validation, all critical for Qonto's customer acquisition and retention.
- **Growth Opportunity**: This role offers a unique opportunity to develop a team within a mature product environment, helping team members enhance their skills and progress in their careers.
- **Strategic Impact**: Your leadership will directly impact Qonto's ability to maintain high customer satisfaction and operational efficiency during the critical onboarding phase.

***About your future manager**

Your manager will be Timothée, our Customer Onboarding Lead France at Qonto.
- **His path?** Timothée joined Qonto in January 2020 as Lead Onboarding for Capital Deposit, advancing to Lead Onboarding France in July 2022. He now oversees multiple teams, including Capital Deposit and Capital Increase. Before Qonto, he led a customer service team at Tata Consultancy Services for Crédit Agricole Cards & Payments, where he managed back-office operations and improved processes.
- **What can he bring to the team?** Timothée brings valuable leadership skills and financial services expertise to support your growth. He excels at building customer-focused teams while maintaining high service quality metrics. His banking background gives him industry knowledge crucial for understanding financial onboarding complexities. With over 5 years at Qonto, he offers deep company insights while providing the autonomy you need to lead effectively. His focus on process optimization and team development will help you enhance your leadership skills while maintaining Qonto's high customer satisfaction standards.

**About You**
- **Customer Success Experience**: You have at least 3 years of experience in customer success, preferably in FinTech or banking sectors, with