Customer Support - German market 🇩🇪

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. ------------------------------------------------------------------------------------------------------

Join us as a Customer Support Manager to own the KYB/KYC lifecycle for Qonto's German business customers, based in our Barcelona office. 

You will report to Rafael Hajzeri, Lead of the Customer Onboarding Lifecycle team for Germany.

You won't be handling account usage questions — your focus is the structured, compliance-driven work that happens after a customer is validated: periodic reviews, data remediation, and documentation. ➡️ What you'll do Own lifecycle reviews: Conduct periodic KYB/KYC re-reviews for German business customers, managing your caseload through Qonto's internal tools. Handle customer support: Reach out to customers via email, chat, and phone to collect updated documentation or resolve data gaps — direct client communication is a regular part of 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 b