Customer Success Team Lead

Summary

Join Qonto as a Team Lead for the Onboarding Capital Deposit France team and develop a team of five, focusing on people development and high customer satisfaction. You will stabilize the team's leadership structure, collaborating with the Customer Onboarding Lead France to ensure smooth customer onboarding. Lead and develop your team, focusing on career growth and professional development. Drive team performance by maintaining key customer satisfaction metrics. Ensure operational efficiency by implementing the Right First Time approach. Develop problem-solving skills within the team. Manage the customer onboarding process, working closely with Compliance, Product, and BPO teams. This role offers growth opportunities within a mature product environment and has a strategic impact on Qonto's customer satisfaction and operational efficiency.

Requirements

• You have at least 3 years of experience in customer success, preferably in FinTech or banking sectors, with a deep understanding of key performance indicators and how to interpret and act on them
• You demonstrate exceptional ability to develop and grow team members, focusing on enhancing their skills and career paths. You're primarily a people developer rather than a product manager
• You can take a step back from situations, analyze challenges strategically, and provide guidance to your team on complex issues
• You have at least 1 year of team management or referrer role experience, with the ability to lead, motivate, and develop a team effectively
• You possess outstanding communication skills, particularly in written correspondence, ensuring clear and professional interactions with stakeholders and customers. You are fluent in both French and English, with excellent French language skills being essential to address French clients

Responsibilities

• Lead and develop a team of five members, focusing on their career growth and professional development rather than purely on product management
• Drive team performance by maintaining key customer satisfaction metrics, including CSAT, Trustpilot Rating (currently at 4.8), and Customer Effort Score (CES)
• Ensure operational efficiency by implementing the Right First Time approach, validating customer onboarding documents correctly on the first submission
• Develop problem-solving skills within the team, helping members take a strategic approach to challenges
• Manage the customer onboarding process from initial registration to account validation, working closely with Compliance, Product, and Business Process Outsourcing (BPO) teams

Benefits

• Offices in Paris, Berlin, Milan, Barcelona, and Belgrade
• Tailor-made remote work policy depending on the job you apply for and where you live
• 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