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Qonto is Europe's leading finance workspace for SMEs, combining banking with financial tools. Founded in 2017, the company now serves over 750,000 customers across 8 European countries and has been profitable since 2023.
As Customer Onboarding Manager, you will lead the customer onboarding experience for the French market, reporting to Lucas Leguillon in Barcelona. You'll work with a hybrid team of 10+ colleagues across Paris and Spain, helping entrepreneurs navigate key milestones from company creation through capital increases.
Key responsibilities:
- Guide customers through important milestones via email and chat, providing clear answers about company creation, capital deposits, and capital increases
- Investigate and resolve complex customer cases, keeping customers informed and coordinating with notaries, accountants, and internal teams
- Identify recurring pain points from customer feedback and collaborate with Product, Tech, Compliance, and AML teams to address root causes
- Improve FAQs, response templates, and internal procedures; share practical feedback with KYC/KYB and Product teams to simplify the customer journey
- Use tools including Zendesk, Notion, Slack, and dedicated KYC/KYB platforms
You'll have the opportunity to see direct impact on entrepreneurs launching companies, deepen expertise in company creation and capital operations, contribute ideas to shape processes, and collaborate with an international team of specialists.
Requirements:
- Initial experience in a customer-facing role with a customer-first approach
- Experience in fintech, SaaS, or financial services is a plus
- Fluent in both French and English with strong writing skills to explain complex processes clearly
- Curiosity and sound judgment; ability to ask the right questions and investigate issues carefully
- Strong organizational skills; ability to manage competing priorities, pay attention to detail, and follow through
- Collaborative mindset; willingness to share knowledge and work across teams
