Customer Care KYCB Specialist (Portuguese speaker) 🇵🇹

Description du poste:

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.
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 Qonto as a Customer Care KYCB Specialist (Portuguese speaker), based in Barcelona. You'll play a crucial role in ensuring continuity and resilience for our Portuguese Customer Care KYCB coverage, while proactively improving processes, FAQs, and onboarding practices to elevate the customer experience.

👩‍💻🧑‍💻 As a Customer Care KYCB Specialist at Qonto, you will:

* Support customers (CSAT 94%+): Handle onboarding and customer care for Portugal, ensuring a smooth start for new clients and ongoing support (email + outbound calls when needed), balancing speed and quality while maintaining a CSAT score of 94%+.
* Investigate and resolve issues end-to-end: Analyse situations, troubleshoot root causes, implement solutions or workarounds, and escalate when necessary.
* Precision & compliance in execution: Deliver high-quality onboarding and customer support by double-checking details, applying KYB/KYC/AML procedures consistently, and escalating potential risks or uncertainties promptly.
* Improve our knowledge and processes: Maintain and improve internal documentation/FAQs, contribute to onboarding improvements, and propose changes that prevent recurring issues.
* Rapid issue detection & reporting: Flag bugs, malfunctions, and process breakdowns early and clearly (steps, impact, priority) to reduce operational and customer risk.
* Collaborate cross-functionally: Coordinate with AFC, Internal Control, Product, and Backend teams to unblock customers, resolve issues faster, and ensure fixes are correctly prioritised and understood (steps, impact, priority).

🤔 What you can expect:

* Scope & environment: This role goes beyond traditional customer support - you'll drive documentation, process improvement, and stakeholder coordination in a fast-moving, scaling environment.
* Learning & impact: Build strong exposure to customer care in a regulated/fintech context and grow KYCB/KYC knowledge over time, with the opportunity to shape how we support Portugal.
* How we work & tools: Continuous improvement, data-driven and customer-centric; daily tools include Zendesk + Notion (knowledge base), with a team culture that encourages smart use of AI.

🤝 About your future manager

Your future manager will be Catarina - Team Lead Portugal & KYCB Spain
* Her path: Catarina joined Qonto in September 2021 and has steadily grown her career in customer success. She started as a Customer Success Officer for Spain, then became Customer Success Manager for the same market. She now leads as Team Lead Onboarding Portugal & Spain.

* What she brings to the team: Catarina is committed to fostering a collaborative and supportive work environment. She values fairness, trust, and open communication, believing these are key to personal and professional growth. Fluent in Portuguese, English, and Spanish, she brings strong communication skills and cultural awareness.

🏅 About you

* Languages: You are native-level fluent in Portuguese (written and spoken) and have a strong level of English (Spanish is a big plus)
* Experience: You have 1-2 years of experience in customer-facing operations (customer care/support, onboarding, KYC/B, customer success, back-office, etc.)
* Communication: You can be clear, concise, empathetic, and adapt your message across channels
* Mindset: You are proactive, solutions-driven, and genuinely enjoy improving processes - not just executing them
* Autonomy: You are comfortable finding information, taking ownership, and moving things forward without constant supervision
* Resilience: You can handle customer feedback professionally and keep perspective
* Nice to have: KYCB/KYC, ID checks, compliance exposure, fintech/banking background, or experience in any regulated environment (not mandatory - training can be provided)
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.

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On average, our hiring process lasts 20 working days. More information on our candidate journey here

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🔒 Your security matters to us Recruitment scams are on the rise. Keep in mind, we will never work with third-party platforms or agencies that request payment from candidates.

If you receive a suspicious message claiming to be from Qonto, please report it right away ([email protected])

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us