Customer Care Agent Netherlands

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 1,700 Qontoers serving over 750,000 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 Customer Care Agent Netherlands and help Dutch SMEs and freelancers succeed with Qonto. The Customer Care team guides and helps our clients, and we're proud of our 4.6/5 customer satisfaction. We keep pushing it higher as we scale our Dutch-market support. You'll join a growing team in Barcelona, led by Cristina Martel García.

➡️ What you'll do

• Be a Qonto Ambassador: You'll delight our Dutch customers with sharp, fast support by email, chat and phone, both inbound and outbound.
• Be the voice of our customers: You'll surface insights and flag root causes, then contribute around one improvement a month through our PDCA cycles.
• Hit our quality bar: You'll reach a Stellar Support score of 70/100 or above, answer chats in under 5 minutes and emails in under 30, and end each day with zero backlog.
• Take ownership: You'll identify anomalies and propose better ways of solving problems.
• Keep your team aligned: You'll share what's changing with your teammates.

➡️ What we're looking for

• Fluent Dutch and English: You speak and write both fluently, so Dutch clients always get clear answers.
• Customer-facing experience: You have at least 1 year in a customer-facing role, or a first internship in client-facing work, and hospitality, retail or restaurant backgrounds are very welcome.
• Customer-centric: You show empathy and adapt your tone to what each customer needs.
• Quick with tools: You're comfortable with ticketing systems, Zendesk is a plus, and you pick up new tools like Aircall, Forest and Dust fast.
• Team mindset: You enjoy collaborating with your team, and you give and receive feedback openly.

➡️ What we can offer you

• A solid foundation: This entry-level role lets you build a strong base in fintech customer care alongside experienced teammates.
• An international team: You'll work in a multicultural environment with offices across Europe.
• A supportive team: You'll join colleagues who help each other be at their best.
• Hybrid setup and AI-forward tooling: You'll work 3 days in our Barcelona office and 2 days remote, with tools like Dust, Claude and internal AI assistants, and we want you to experiment.

➡️ Your future manager

You'll report to Cristina Martel García, Lead Customer Care Spain. She has a strong customer relationship background and joined Qonto as a Customer Success Officer. She now leads customer care, covering account management, payment services and support. Expect close coaching, knowledge sharing and a clear vision of best-in-class support.

At Qonto, we understand that true diversity isn't just about ticking boxes on a hiring checklist. Apply regardless of the boxes you tick! Who knows? You may have the missing piece of the puzzle we've been searching for all along.