Customer Onboarding Manager

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.
Join us as a Customer Onboarding Manager to solve customer problems through continuous improvement and become the customer voice within our Operations team.
You will support entrepreneurs and investors through the critical stages of company creation and capital increase, ensuring a seamless experience from day one. You will work closely with Timothée M'Belu, our Senior Lead, and join a 10+ hybrid team split between Paris and Spain to build a service that has never been done before at this scale.
As a Customer Onboarding Manager at Qonto, you will:

• Act as a Qonto Ambassador by providing exceptional customer support across multiple channels (email, chat,) to resolve capital increase inquiries and respond to punctual questions that French companies may have while creating or investing in their company;
• Be the voice of our customers by analyzing daily customer problems and collaborating with Product, Tech, Compliance, and AML teams to implement continuous improvements and maintain the "WOW" effect;
• Set up and maintain internal processes to better respond to customer requests (create, update FAQs & macros, challenge existing procedures) and provide feedback to KYC/B teams and Product teams;
• Take ownership by identifying anomalies, optimizing problem-solving approaches, and supporting company lifecycle processes by assisting clients, notaries, accountants, and experts involved in capital operations procedures.

What you can expect

• Dynamic FinTech environment: You'll work in the fast-growing capital increase sector with diverse daily challenges requiring creative problem-solving and regulatory expertise in the French market, while helping entrepreneurs launch their businesses
• Cross-functional collaboration: Collaborate daily with external partners and internal teams across France and Spain to ensure a smooth flow of information.
• Innovation-driven culture: Direct input into projects from conception to implementation, with opportunities to identify issues, analyze root causes, and develop countermeasures using our ownership culture that breaks silos
• Advanced tools: Master our tech stack, including CRM systems (Zendesk), Notion for documentation, Slack for team communication, and specialized compliance tools for KYC/KYB verification

About your future Manager
Your manager will be Timothée. 
His background? Tim has a banking background in traditional banks & customer development for startups. He joined Qonto 6 years ago as a lead for Capital deposit team, and now Senior Lead Onboarding for company creators What can he bring to you? Customer obsession & Ambition, he will help you develop your problem-solving skills to transform challenges into new successes.

About You

• Customer service experience: You have initial experience in customer-facing roles, preferably in FinTech, SaaS, or financial services, with a track record of customer satisfaction;
• Bilingual communication excellence: You are fluent in both English and French with exceptional written communication skills, essential for handling complex regulatory explanations and customer interactions;
• Analytical problem-solving skills: You can analyze customer issues, identify patterns, and work with technical teams to implement solutions while demonstrating strong workplace organization and a sense of priority;
• Cross-functional collaboration: You excel at working with multiple departments and can translate customer needs into actionable insights for internal teams;
At Qonto we understand that true diversity isn't just about ticking boxes on a hiring checklist. Apply regardless of the boxes you tick Who knows? You may have the missing piece of the puzzle we've been searching for all along. 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; - Meal vouchers; - 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 parent) and childcare benefits with selected partners; - Monthly team events.

Our hiring process:
- Interviews with your Talent Acquisition Manager and future managers - A remote or live exercise to demonstrate your skills and give you a taste of what working at Qonto could be like
Find more information about our interview process on our careers website. On average, our process lasts 20 working days and offers usually follow within 48 hours

To learn more about us: Qonto's Blog | Les Échos I L'Usine Digitale | Courrier Cadres

To know how your personal data will be processed during your application process or to request its deletion, please click here. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

---