Customer Care Manager — French Market - fixed-term contract

About this role

As a Customer Care Manager for the French market at Qonto, you will help raise the quality and consistency of our frontline Customer Care operations. This is not a traditional full-time training role. You will combine hands-on Level 2 support, quality analysis, coaching and operational problem-solving across our Payment Services scope, including card payments, payment terminals and Tap to Pay. Your goal will be simple: help our frontline partners resolve customer requests accurately and efficiently while continuously improving how support is delivered.

You will work closely with Gabrielle Ramahatafandry https://www.linkedin.com/in/gabrielle-ramahatafandry-1b39b9128/, your future manager, to strengthen the quality, coaching and operational performance of the French-speaking Customer Care scope. AS A CUSTOMER CARE TRAINER AT QONTO, YOU WILL - Resolve complex Level 2 cases escalated by frontline teams across card payments, payment terminals and Tap to Pay. - Assess support quality and turn customer interactions into clear, specific and actionable feedback.

- Coach and calibrate external partner Team Leads, helping them strengthen their coaching practices and team performance. - Identify recurring customer and operational issues and translate them into improvements to processes and knowledge documentation. - Collaborate with Product and Tech when cases require deeper investigation or reveal a potential product issue. WHAT YOU CAN EXPECT - Combine real customer support with a broader impact through coaching and quality improvement.

- Influence the consistency and effectiveness of a high-volume French-speaking Customer Care operation. - Develop strong expertise in payments and complex financial products. - Work closely with Gabrielle Ramahatafandry, external partners, Product and Tech teams. - Help shape an evolving quality and coaching model rather than simply delivering existing training materials. ABOUT YOU - Experience: You have at least 2 years of experience in Customer Care, Customer Support or Customer Operations.

- Operational expertise: You are comfortable handling complex customer cases, investigations or Level 2 escalations. - Coaching: You have experience reviewing support quality, coaching colleagues or delivering structured and actionable feedback. - Problem-solving: You are analytical, pragmatic and able to learn complex products and processes quickly. - Languages and tools: You are fluent in French and comfortable using tools such as Zendesk, Excel and Notion or their equivalents.