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Customer Care - German market 🇩🇪
QontoBarcelona1-2 years
Apply Our mission and customers: We are creating the freedom for SMEs to succeed by delivering Europe's leading finance workspace with banking at its core, augmented by financial tools. We are proud to be rated 4.8 on Trustpilot, based on 55,000+ reviews. Our culture puts customer satisfaction at the core of what we do, as proven by our Net Promoter Score of 75 (more about our culture here).
Our journey: Founded in 2017 by Alexandre and Steve, Qonto has grown to 1,600+ Qontoers serving over 600,000+ customers across 8 European countries. We have been profitable since 2023, and we are just getting started.
Our beliefs: We hire for skills and potential. With 80+ nationalities, 45% women, of which 56% of women in our leadership team, diversity isn't a program; It's who we are. We've built a discrimination-free hiring process because the best teams are built on merit.
AI at Qonto: AI is deeply embedded in how we work (here) - Every Qontoer gets unlimited access to the best AI tools. We want people who experiment without waiting for permission, push AI beyond the obvious, know when to trust it, and when to question it.
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Join us as a Customer Care Manager to own the KYB/KYC lifecycle for Qonto's German business customers, based in our Barcelona office.
You will report to Rafael Hajzeri, Lead of the Customer Onboarding Lifecycle team for Germany.
You won't be handling account usage questions — your focus is the structured, compliance-driven work that happens after a customer is validated: periodic reviews, data remediation, and documentation.
➡️ What you'll do
- Own lifecycle reviews: Conduct periodic KYB/KYC re-reviews for German business customers, managing your caseload through Qonto's internal tools.
- Handle customer support: Reach out to customers via email, chat, and phone to collect updated documentation or resolve data gaps — direct client communication is a regular part of the role.
- Identify process gaps: Spot recurring blockers, inconsistencies in documentation flows, or tool limitations and flag them to the team — your observations feed directly into how the team improves its processes and knowledge base.
- Maintain knowledge resources: Contribute to and update internal documentation via Notion AI, ensuring the team's knowledge base reflects current procedures and regulatory requirements.
- Operate with precision on compliance cases: Work on cases with legal and regulatory implications — an overlooked data point or an unclear client communication can directly affect a customer's account status.
➡️ What we're looking for
- 1–2 years in a customer-facing role: You've worked in customer support, onboarding, or success — ideally in a structured environment with KPIs. You don't need to come from KYC/KYB specifically, but you need to be comfortable with process-driven work and accountability.
- Native-level German: You'll communicate directly with German business owners and entrepreneurs. The bar is high — your written German needs to be precise, professional, and clear, because errors in compliance communications have consequences.
- Attention to detail in complex cases: You read carefully before acting. You notice when something doesn't add up and you ask rather than assume. This matters most when cases have regulatory implications.
- Composure under pressure: Lifecycle reviews can stack up. You stay methodical and solution-focused when the queue is long and cases are ambiguous.
- Improvement mindset: You don't just process tickets — you notice patterns, flag blockers, and contribute to making the team's tools and processes sharper.
➡️ What we can offer you
- Substance from day one: You'll work on KYB/KYC lifecycle cases — compliance reviews, remediation campaigns, risk-class-based re-validations — with real regulatory weight. The learning curve is steep and intentional.
- A team being built deliberately: The team is structured around distinct ownership areas with a defined mission per person, not a generic shared task list.
- Tools that match the work: You'll use Aircall for client calls and Notion AI for knowledge management.
➡️ Your future manager
Your manager will be Rafael Hajzeri, Lead of the Customer Onboarding Lifecycle team for Germany, based in Barcelona.
- His path? Originally from Germany, Rafael started his career in hospitality before transitioning into customer support. He has been with Qonto for almost four years, growing with the company into his current role as KYB/KYC Operations Lead – Lifecycle Germany.
- What does he bring to the team? Rafael built the KYB/KYC Lifecycle team around defined ownership areas and structured processes — each team member owns a specific mission rather than a shared queue. He runs interviews conversationally, prioritises character and thinking alongside technical fit, and is deliberate about who joins the team.
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.
By applying, you agree that Qonto processes your personal data to assess your application. Your data is kept for up to 2 years in our candidate pool. Read our Privacy Notice for full details.
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On average, our hiring process lasts 20 working days. More information on our candidate journey here
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