Customer Support - German market 🇩🇪
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 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.
