Customer Care – German market

Qonto

Customer Care Manager handling the KYB/KYC lifecycle for German business customers based in Barcelona. Conducting lifecycle reviews, managing documentation, and ensuring compliance under pressure.

Posted 7/3/2026full-timeBarcelona • 🇪🇸 SpainJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support and compliance processes, with a strong focus on attention to detail and effective communication in German. Capable of identifying process improvements and maintaining accurate documentation in a fast-paced environment.

Highest-signal resume keywords

Customer Support ExperienceNative-Level GermanAttention to DetailComposure Under PressureProcess Improvement

ATS Keywords

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Applicant Tracking System Keywords

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Tools & Technologies

Notion AI

Industry Keywords

KYCKYBComplianceDocumentationCustomer CommunicationRegulatory RequirementsProcess-Driven WorkAccountabilityLifecycle ReviewsData Gaps

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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.