Customer Care Officer - Spanish Market

Puesto: Customer Care Officer - Spanish Market )
As a Customer Care Manager at Qonto, you will:
Be a Qonto Ambassador:
Delight our Spanish customers with sharp, fast support via email, chat, and phone — both inbound and outbound. Every interaction reinforces their decision to choose Qonto.
Be the voice of our customers:
Customer Voice is precious to us — we use it to continuously improve our product and maintain the "WOW" effect our customers love. You'll surface insights, flag root causes, and contribute around one improvement per month through our PDCA cycles.
Hit our quality bar:
Reach a Stellar Support score ≥ 70/100 (deep-dive quality score), fast First Reply Time (chat under 5 min, email under 30 min), and zero backlog at end of day.
Take ownership:
Identify anomalies, propose better problem-solving methods, and keep your teammates aligned on what's changing.
What you can expect   An entry‑level role where you'll build a solid foundation in fintech customer care, alongside experienced teammates
An international, multicultural environment with offices across Europe
A team that genuinely supports each other to be at their best
Hybrid setup: 3 days in our Barcelona office / 2 days remote
Weekend work is part of the role
AI‑forward tooling (Dust, Claude, internal AI assistants) — we want you to experiment
About your future manager  Your manager:
Cristina Martel García, Lead Customer Care Spain.
Her path:
Strong customer relationship background. Joined Qonto 5 years ago as a Customer Success Officer and is now Lead for the Spanish market in full scope — account management, payment services, customer care.
What she brings to you:
Close coaching, knowledge sharing, and a clear vision of best-in-class Spanish‑market support.
Qualifications

Experience:

At least 1 year in a customer-facing role — or a first internship/experience in client-facing work. Backgrounds in hospitality, retail, hotels, restaurants, or boutiques are very welcome.
Customer‑centric:
You show empathy and adapt your tone to what each customer needs.
Communication:
Excellent oral and written skills in Spanish (C2) and English (C1).
Tools:
Comfortable with ticketing systems (Zendesk a plus), quick to pick up new tools (Aircall, Forest, Dust).
Mindset:
You enjoy collaborating with your team and you give and receive feedback openly.
Availability:
You're available to work weekends as part of the role.

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