Customer Care Agent - Italian Market 🇮🇹 (English fluent)
Barcelona
Operations & Customer Success – Customer Service - Italy 🇮🇹 /
Full-time /
Hybrid
Our mission? Creating the freedom for SMEs to succeed in business and beyond, by delivering Europe’s leading finance workspace. We combine business-class tools (seamless invoicing, spend management, and pre-accounting) with unwaveringly attentive 24/7 support, designed to help businesses breeze through all things finance.
Our journey: Founded by Alexandre and Steve in July 2017, Qonto has rapidly gained trust, serving over 500,000 customers. Thanks to our wonderful team of 1,600+ Qontoers, we also made it to the LinkedIn Top Companies French ranking!
Our values:
Customer focus | Prioritize customers in everything you do
Ownership | Own your part, get things done
Teamwork | Make (team)work easy
Mastery | Continuously raise the bar
Integrity | Always do what’s right, and respect people
Our beliefs: At Qonto, we're committed to fostering a welcoming environment where everyone can thrive. We prioritize evaluating applicants based solely on skills and potential, ensuring diversity with 50% international team members, 44% women, and 20% parents. Join us in building a workplace that celebrates diversity and individuality.
Join us as a Customer Care Agent to help maintain and improve our exceptional 4.8/5 customer satisfaction rate while supporting our Italian customers through their day-to-day banking challenges.
You'll be a key part of our second-line support team, resolving more complex issues escalated by our frontline teams. As part of our 6-person Italian Customer Care team led by Chiara, you'll contribute directly to our mission to energize SMEs and freelancers across Italy and help Qonto reach one million customers by 2025.
👩💻🧑💻As a Customer Care Agent 🇮🇹 at Qonto, you will:
• Resolve escalated support cases : Handle second-line tickets from our frontline teams covering mainly account management topics (email changes, security issues, billing)
• Deliver a great customer experience : Provide top-notch support via email and phone, making sure each Italian customer interaction reflects Qonto's high standards of care
• Support continuous improvement : Share customer feedback with internal teams, helping us improve our product and processes
• Help optimize support processes : Contribute to updating FAQs, creating macros, and improving daily workflows
• Learn and adapt : Manage a high volume of incoming requests in a fast-moving environment, staying flexible and proactive as our products and tools evolve
🤔 What you can expect
• A clear career path to progress professionally
• An interesting international environment with teammates from around the world
• A supportive team that helps each other to be the best they can be
• New ways of working and continuous improvement methods
🤝About your future manager
Her background?
Chiara has been working at Qonto for 4 years now, enthusiastic in what she does and very determined to achieve KPIs always making sure her team enjoys what they do. As a team leader, she will accompany you in exploring the account management scope and improving your skills in this area thanks to her experience in customer service and onboarding.
What can she bring to you?
Chiara will share her knowledge and help you develop your skills and career inside Qonto. Her hands-on leadership style means she's always available to help you navigate complex cases while building your confidence and expertise.
🏅About You
• Experience: You have at least 6 months of experience in customer support, call center operations, or handling client challenges
• Customer-centric: You demonstrate empathy and always put the customer's needs at the center of your actions.
• Detail-oriented and solution-focused: You enjoy digging into problems and finding accurate, empathetic solutions quickly while maintaining attention to detail in documentation
• Strong communication skills: You have excellent oral and written skills and you can tailor your tone and approach to each costumer; balancing clarity, warmth, and professionalism across email and phone interactions.
• Language proficiency: You are bilingual in Italian and fluent in English.
🎁 Perks
A tailor-made and dynamic career track. An inclusive work environment. And so much more to help you succeed.
- Offices in Paris, Berlin, Milan, Barcelona, and Belgrade;
- Competitive salary package;
- A meal voucher;
- Public transportation reimbursement (part or global);
- A great health insurance (depending on the country);
- Employee well-being initiatives: access to Moka Care to take care of your mental health and great offers for sports and wellness activities;
- A progressive disability and parenthood policy (1 in 6 of Qonto employees is a parent!) and childcare benefits with selected partners;
- Monthly team events.
💬 Our hiring process:
- Interviews with your Talent Acquisition Manager and future managers
- A remote exercise to demonstrate your skills and give you a taste of what working at Qonto could be like
On average, our process lasts 20 working days and offers usually follow within 48 hours 🤞
To learn more about us:
To know how your personal data will be processed during your application process or to request its deletion, please click here.
