Team Lead – Social Care & Internal Support

Qonto

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 1,600+ 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. ------------------------------------------------------------------------------------------------------ Join us as Customer Care Manager in the Account Management team to give our French market clients the kind of support that makes them feel genuinely taken care of. You'll resolve production tickets, untangle complex problems, and help shape the way our Account Management team operates, under the guidance of Axelle, our Team Lead. ➡️ What you'll do Own client tickets end-to-end: Solve problems across chat, email, and occasional video calls for non-VIP clients in the French market. Dig into the details: Investigate account activity, company profiles, and transaction history to find the right answer, not just a quick one. Go beyond the obvious fix: Proactively recommend products or solutions based on what each client actually needs. Partner with Product and Tech: Help resolve bugs and feature requests that need cross-functional problem-solving. Fix what's broken around you: Contribute to "broken windows" projects like improving CRM workflows or building better internal databases. ➡️ What we're looking for Customer-facing experience: You've worked directly with clients before, in customer care or a similar role. Sharp written communication: You write clearly and professionally in French and English, across chat, email, and calls. A natural problem-solver: You enjoy untangling tricky, ambiguous situations rather than escalating them. Curiosity that drives learning: You're comfortable reading documentation and figuring things out independently. AI-fluent mindset: You're keen to use AI tools to work faster and rethink how the job gets done, not just to tick a box. Flexible availability: You're comfortable working outside of standard office hours and on weekends when clients need support. ➡️ What we can offer you Real specialization, fast: Move beyond foundation-level work within months as you build full-scope expertise. Trust-based autonomy: Once trained, you'll own your tickets and projects without anyone looking over your shoulder. A clear path forward: Foundation work here can lead into product, project ownership, or other specialized tracks. Hands-on mentorship: You'll be coached directly by senior teammates invested in your growth.

Qonto

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 1,600+ 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. ------------------------------------------------------------------------------------------------------ Join us as a Customer Care 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.

Orchard Care Group

ABOUT THE ROLE Orchard Fostering is an Irish company established in 2008 that provides fostering and supported lodging services to children and young people who are referred to its service by TUSLA. Orchard Fostering is committed to service excellence and ensuring the best outcomes for children and young people in its care. We currently have an opportunity for a Social Work Team Lead to join our team. The post holder will report directly to the Orchard Fostering Principal Social Worker. Location: We welcome applicants nationwide, though candidates located in Midlands or surrounding areas, West Meath, Galway or Mayo would be most suitable for the role due to travel requirements.  Purpose of Post: * To take responsibility for the overall management and leadership of Orchard Fostering support team, ensuring the provision of safe, caring foster placements that offer safe child centred care to a wide range of children and young people.  * To provide support, formal supervision and direction to the fostering support team social workers and ensure the delivery of a safe and effective service to carers and children placed within the service.  * To ensure that the service is compliant with regulations and national standards as well as company policy and procedures. * To ensure that National Children First Guidelines are implemented throughout the service to ensure the protection of children. * To motivate and lead the support social work team along with the support senior practitioner to continually improve and develop the service provided, ensuring the promotion and maintenance of excellent relationships with TUSLA and HIQA. Essential Requirements: * Must have a professional qualification in Social Work i.e., CQSW, Masters in Social Work or equivalent qualification validated in the Republic of Ireland. * Must be registered with CORU. * Must have valid Garda Clearance. * Must have valid Overseas Clearance if applicant lived abroad for more than 6 months. * Must have at least 3 years’ social work experience, previous experience in the foster care field is desirable but not mandatory. * Must have a clean driver’s license and use of a car. IND BENEFITS TO WORKING WITH COMPANY * Comprehensive induction process * Extensive training programme * On-going mentoring and support * Competitive salary with increments * Refer a friend initiative * Orchard Fostering Employee of the Month * Employee Assistance Programme (EAP) * Internal career progression opportunities * Bike to work scheme * Education Assistance grants