Team Lead – Social Care & Internal Support

Qonto

Barcelona, ES

On-site

Who this role is best for

Geared toward junior candidates comfortable with building operational models from scratch in a customer care environment with AI integration.

Best fit for

Candidates who thrive in fast-paced, reputation-sensitive customer support roles.
— “social media, sensitive client escalations, frontline incident support”
Individuals with experience in reactive and proactive social media engagement.
— “reactive when it's urgent, proactive before it escalates”
Leaders comfortable defining processes and KPIs for new teams.
— “Build the operating model from scratch”

Things to consider

Role requires handling urgent client escalations and incident communications.
— “Take over direct client escalations from non-standard channels”
Expectation to monitor and respond to online reviews across platforms.
— “Monitor Trustpilot, Google Reviews, and app store ratings”

How to stand out

Demonstrate experience in creating playbooks for customer support escalation paths.
— “Define playbooks, escalation paths, KPIs, and coverage schedules”
Highlight instances where you turned negative customer feedback into actionable improvements.
— “ensure the signal turns into fixes”
Showcase familiarity with AI tools in customer care contexts.
— “Every Qontoer gets unlimited access to the best AI tools”

Pace · Fast PacedCollaboration · HighAutonomy · MediumDecision Impact · TeamLevel · Lead

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

end-to-end social care management
high-quality support across multiple platforms
fast resolution of sensitive escalations
incident communication for the entire Customer Care organization

Typical background

experience in customer care or support rolesleadership in customer service

Skills & requirements

Required

Social Media ManagementIncident SupportInternal SupportClient EscalationsOnline Ratings Recovery

Preferred

Team BuildingOperating Model DefinitionKPI Development

Stack & domain

Customer CareSocial Media ManagementIncident CommunicationOperating Model DefinitionTeam LeadershipProblem-solvingCommunicationCustomer SatisfactionSocial Media

About the role

Original posting from Qonto via Lever

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.
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Join us as Team Lead – Social Care & Internal Support to build and run Qonto's brand-new reactive team in Customer Care France. You'll own the situations that matter most for our reputation: social media, sensitive client escalations, frontline incident support, and online ratings — all under the guidance of Louis, our Head of Customer Care France.
➡️ What you'll do
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 a team that didn't exist before you joined.
➡️ What we're looking for

Source: Qonto careers (Lever)