Team Lead – Social Care & Internal Support

Responsibilities

• Own Social Care end-to-end by leading the team to deliver high-quality support across X, Facebook, Instagram, LinkedIn, TikTok, and YouTube
• Handle sensitive client escalations from non-standard channels, coordinating with stakeholders to drive rapid resolution
• Act as a real-time lifeline for frontline teams by managing Slack-based internal support and incident communication
• Monitor and manage online reputation via Trustpilot, Google Reviews, and app store ratings to recover dissatisfied customers
• Build the team's operating model from scratch, including playbooks, escalation paths, KPIs, and coverage schedules

Requirements

• 5+ years of people management experience in customer operations or support
• Hands-on experience in social media support, listening, and moderation
• Proficiency in using AI tools to optimize workflows and response drafting
• Fluency in both French and English with high precision in written communication
• Ability to exercise sharp judgment and make sound decisions in high-pressure, ambiguous situations

Benefits

• Strategic impact through the opportunity to define a brand-new team's culture and standards
• High-visibility role with direct influence on brand reputation and leadership interaction
• Cross-functional collaboration with Brand, Product, and external BPO partners
• Significant room for professional growth as the team expands in scope and size

About the Company

Qonto is Europe's leading finance workspace for SMEs, providing banking and financial tools to help businesses succeed. With over 600,000 customers across 8 countries, we prioritize customer satisfaction and embed AI deeply into our daily operations to drive innovation.