Lead Customer Success Onboarding Spain

☞ Qonto

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Location: Barcelona city Barcelona

Category: Insurance

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Job content

Our mission? To create the finance solution all businesses love.Our means? Technology, elegant design, and an outstanding sense of customer care. At Qonto, we believe that great service comes from great thinkers. That’s why we strive to provide a comfortable environment that allows you to excel in your work. Check out this video to learn about our working ethos: The Qonto Way

Alexandre and Steve launched Qonto in July 2017, and the team has achieved great things since then:
  • Market leader for online SME banking in Europe
- 200,000 SME clients- Outstanding customer satisfaction (App Store | Google Play | TrustPilot)
  • Recognized as one of the best startups to work for (LinkedIn | Glassdoor)
  • €136 millionraised so far
  • International investors with solid fintech experience
  • Qonto is part of the #Next40 index for 2021
  • And 450+ happy Qontoers building a finance solution businesses love to use

Our values:
  • Ambition | We tackle big challenges. No matter what
  • Teamwork | We create momentum by working together, at the same speed
  • Mastery | We pursue excellence through continuous learning. We face challenges with humility. Every day
  • Integrity | We’re open. We’re honest. And we earn the trust of our clients and each other

As a Lead Customer Success Onboarding for our Spanish market, you will join the Onboarding Team led by Martin, with the aim to offer the best onboarding possible for our new customers, while managing a team of Customer Success Officers.

‍‍ As a Lead CS Onboarding Spain at Qonto, you will:

  • Lead and create a dynamic environment for the CS Onboarding Spanish team. Thanks to your leadership, you will motivate the team to achieve their goals and help them grow.
  • Contribute to the alignment of our methodology and processes by building standards and optimizing our workflows.
  • Monitor the impact of the team and report it to the direct manager with the aim to foster continuous improvement.
  • Proactively monitor our providers’ production with a focus on our main KPIs: stocks, lead time, compliance rate, etc.
  • Collaborate closely with the Talent Acquisition Team and participate in recruiting the best candidates and building a team of highly skilled CS Officers.

What you can expect
  • Large autonomy and decision-making
  • Hypergrowth and international environment
  • A dynamic and sunny city to work in

About You

  • Experience: You have 3+ years of experience managing a team of Customer Support Specialists, preferably in a startup or in the banking industry. You know how to address different providers.
  • Leader by example: You both know and like to put your hands in production to set an example for, support, and train your team.
  • Customer-driven: Your main concern is to build the right environment to engage your team and deliver first-class banking customer service.
Communication skills: You have excellent verbal and written communication skills.
  • Data-driven: You already dealt with KPI and production.
  • Languages: You speak fluently Spanish and English. You are comfortable working in a multilingual environment.
  • Exemplarity: You display a model attitude regarding integrity and punctuality, and you embody our corporate values.
Perks

You got it: helping you succeed is our #1 priority. We have put together several perks to make your life easier and more will be added as Qonto grows further

  • Office & Team Life
  • A central fully-renovated building in Barcelona with WeWork services
  • Monthly team events, and yearly offsite (Barcelona, Sicily… what’s next?)
  • Free coffee, snacks in the kitchen, and a budget allocated to managers for small team events
  • The latest in Apple’s equipment

  • Qonto’s benefits
  • Tailor-made Remote Policy
  • A competitive salary package (healthcare, commute...)
  • 23 days off
  • Meal vouchers
  • Alan (Seguro) health insurance
  • Partnership with Urban Sports Club
  • An inclusive environment with a real focus on parity (40% of our teams are women)
  • Access to Moka Care, a digital platform to take care of your mental health
  • Career tracks that can match all expectations (Expert or Manager tracks): we believe in our Qontoers and we want them to progress on their journey at Qonto. And in addition, internal and international mobility is also promoted

Our hiring process:

  • A 60 min video call with one of our Talent Acquisition Managers, to better understand your career plan and answer any of your questions
  • A 60 min video call with your future manager, to create a strong alignment on what they will expect from you and tell you more about their way of operating
  • A fully remote exercise to evaluate your abilities and give you a taste of what you could work on at Qonto
  • Video calls or onsite interviews with future team members (optional) to help you envision yourself at the company
  • A final video call or onsite interviewwith the manager of your future Department

We will send you an interview guide so you can best prepare yourself.
On average our process lasts 20 working days and offers usually follow within 48 hours
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