Customer Care Officer – Spanish Market

Qonto

Customer Care Manager delivering sharp, fast support to Spanish customers via email, chat, and phone. Engaging in quality improvement and user feedback processes for continual service enhancement.

Posted 6/2/2026full-timeBarcelona • 🇪🇸 SpainJuniorWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Experience: At least 1 year in a customer-facing role — or a first internship/experience in client-facing work
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

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer-facing experienceproblem-solvingquality assessmentcustomer support

Soft Skills

empathycommunicationcollaborationfeedbackownership