Customer Care - German market 🇩🇪

the role. Identify process gaps: Spot recurring blockers, inconsistencies in documentation flows, or tool limitations and flag them to

the team — your observations feed directly into how

the team improves its processes and knowledge base. Maintain knowledge resources: Contribute to and update internal documentation via Notion AI, ensuring

the team's knowledge base reflects current procedures and regulatory

requirements. Operate with precision on compliance cases: Work on cases with legal and regulatory implications — an overlooked data point or an unclear client communication can directly affect a customer's account status. ➡️

What we're looking for 1–2 years in a customer-facing role: You've worked in customer support, onboarding, or success — ideally in a structured environment with KPIs. You don't need to come from KYC/KYB specifically, but you need to be comfortable with process-driven work and accountability. Native-level German: You'll communicate directly with German business owners and entrepreneurs. The bar is high — your written German needs to be precise, professional, and clear, because errors in compliance communications have consequences. Attention to detail in complex cases: You read carefully before acting. You notice when something doesn't add up and you ask rather than assume. This matters most when cases have regulatory implications. Composure under pressure: Lifecycle reviews can stack up. You stay methodical and solution-focused when the queue is long and cases are ambiguous. Improvement mindset: You don't just process tickets — you notice patterns, flag blockers, and contribute to making

the team's tools and processes sharper. ➡️ What we can offer you Substance from day one: You'll work on KYB/KYC lifecycle cases — compliance reviews, remediation campaigns, risk-class-based re-validations — with real regulatory weight. The learning curve is steep and intentional. A team being built deliberately:

The team is structured around distinct ownership areas with a defined mission per person, not a generic shared task list. Tools that match the work: You'll use Aircall for client calls and Notion AI for knowledge management. ➡️ Your future manager Your manager will be Rafael Hajzeri , Lead of the Customer Onboarding Lifecycle team for Germany, based in Barcelona. His path? Originally from Germany, Rafael started his career in hospitality before transitioning into customer support. He has been with Qonto for almost four years, growing with the company into his current role as KYB/KYC Operations Lead – Lifecycle Germany. What does he bring to

the team? Rafael built the KYB/KYC Lifecycle team around defined ownership areas and structured processes — each team member owns a specific mission rather than a shared queue. He runs interviews conversationally, prioritises character and thinking alongside technical fit, and is deliberate about who joins

the team. \n \n At Qonto, we understand that true diversity isn’t just about ticking boxes on a hiring checklist. Apply regardless of the boxes you tick — who knows? 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, w e 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 ( [email protected] )

A meeting lands on your calendar

If they’re a yes, I book the chat. You show up — that’s the whole job-hunt.