Team Lead – Social Care & Internal Support
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 the team.
➡️ What we're looking for
- People manager in customer ops: You've led teams in customer support or operations for 5+ years and know how to coach people who work under pressure;
- Social Care background: You have hands-on experience in social media support, listening, and moderation — the support kind, not content planning;
- Sharp judgement under pressure: You make fast, sound calls in ambiguous situations and can coach a team to do the same;
- AI-ready: You use AI tools to sharpen how your team works — from drafting responses to spotting patterns — and you bring others along;
- Fluent in French and English: You write with precision and tone in French and English; Spanish or Italian is a plus.
➡️ What we can offer you
- Strategic Impact: This team is brand new — you'll define the operating model, the standards, and the culture from day one;
- High-stakes, high-visibility: Your team handles the situations that matter most to Qonto's reputation, with a direct line to leadership when it counts;
- Cross-functional reach: You'll work with Brand, product teams, and external BPO partners — not siloed in a support queue;
- Room to grow: As the team proves its model, scope, size, and influence follow.
➡️ Your future manager
Your manager will be Louis, our Head of Customer Care France at Qonto. Louis came from nearly 6 years at BCG as a consultant and project leader before joining Qonto as Strategic Projects Manager — and stepped into leading Customer Care France. He values structured thinking applied to real operational problems: expect clear frameworks, high standards, and a manager close enough to the work to roll up their sleeves.
