Team Lead – Social Care & Internal Support

Навыки

• Instagram
• Лидерство
• SMM
• Управление командой
• TikTok
• YouTube

О компании и продукте

• Our mission and customers: We are creating the freedom for SMEs to succeed by delivering Europe's leading finance workspace with banking at its core, augmented by financial tools. We are proud to be rated 4.8 on Trustpilot, based on 55,000+ reviews. Our culture puts customer satisfaction at the core of what we do, as proven by our Net Promoter Score of 75 (more about our culture here).
• Our journey: Founded in 2017 by Alexandre and Steve, Qonto has grown to 1,600+ Qontoers serving over 600,000+ customers across 8 European countries. We have been profitable since 2023, and we are just getting started.
• Our beliefs: We hire for skills and potential. With 80+ nationalities, 45% women, of which 56% of women in our leadership team, diversity isn't a program; It's who we are. We've built a discrimination-free hiring process because the best teams are built on merit.
• AI at Qonto: AI is deeply embedded in how we work (here) - Every Qontoer gets unlimited access to the best AI tools. We want people who experiment without waiting for permission, push AI beyond the obvious, know when to trust it, and when to question it.

Задачи

• Own Social Care end-to-end: Lead the team to deliver fast, high-quality support across X, Facebook, Instagram, LinkedIn, TikTok, and YouTube — reactive when it's urgent, proactive before it escalates
• Handle sensitive escalations: Take over direct client escalations from non-standard channels, diagnose fast, coordinate the right stakeholders, and drive resolution
• Be the real-time lifeline for frontline teams: Run Slack-based internal support during urgent situations and own incident communication for the entire Customer Care organization
• Close the loop on reviews: Monitor Trustpilot, Google Reviews, and app store ratings, recover dissatisfied customers, and ensure the signal turns into fixes
• Build the operating model from scratch: Define playbooks, escalation paths, KPIs, and coverage schedules for the team

Требования

• At Qonto, we understand that true diversity isn’t just about ticking boxes on a hiring checklist
• You may have the missing piece of the puzzle we’ve been searching for all along
• By applying, you agree that Qonto processes your personal data to assess your application
• Your data is kept for up to 2 years in our candidate pool
• Read our Privacy Notice for full details
• On average, our hiring process lasts 20 working days. More information on our candidate journey here
• Your security matters to us
• Recruitment scams are on the rise. Keep in mind, we will never work with third-party platforms or agencies that request payment from candidates
• If you receive a suspicious message claiming to be from Qonto, please report it right away (support@qonto.com)

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