.Our mission? Making day-to-day banking easier for SMEs and freelancers thanks to an online business account that's combined with invoicing, bookkeeping and spend management tools. Thanks to its innovative product, highly reactive 24/7 customer support and clear pricing, Qonto has become the leader in its market.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 doOwnership | Own your part, get things doneTeamwork | Make (team)work easyMastery | Continuously raise the barIntegrity | Always do what's right, and respect peopleOur 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 Qonto as a Customer Care Manager in our Transfer team to deliver exceptional service and maintain our 94% customer satisfaction rate. Working closely with our Payment Services team, you'll play a crucial role in handling complex banking inquiries and contributing to our continuous improvement initiatives at our Barcelona office.As a Customer Care Manager at Qonto, you will:Handle complex customer inquiries related to transfers and direct debits (SWIFT, SEPA, and instant) and direct debit issues via email, chat, and phone (only outgoing calls).Investigate and resolve payment issues, collaborating with various internal teams.Maintain a high customer satisfaction rate while managing approximately 10 tickets per day on our ticketing tool, Zendesk.Participate in team meetings to review KPIs, analyze cases, and imagine new proposals to solve identified problems or to improve customer experience.Support and educate frontline agents to enhance overall service quality.What you can expect:A supportive team of 5 members within the larger Payment Services department, balancing the workload between the Paris and Barcelona offices.A stimulating international environment with Qontoers from more than 75 nationalities.New ways of working and continuous improvement methods to enhance customer satisfaction and internal processes.About your future manager:Your manager, Anaëlle Tabary, brings valuable experience from traditional banking (BNP and LCL). She fosters open communication, encourages learning from mistakes, and supports team growth through diverse responsibilities and projects.About You:1-3 years in customer service, banking or financial services is a plus.Customer-centric: You show empathy and adapt your speech according to your customers' needs.Skilled in communication: Excellent written and verbal skills in both French and English