Customer Care Manager - Account Management (Security & Administration)

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.

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 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

Cloudflare

About Us At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.  At Cloudflare, we’re not looking for people who wait for a polished roadmap; we’re looking for the builders who see the cracks in the Internet that everyone else has simply learned to live with. We value candidates who have the instinct to spot a "normalized" problem and the AI-native curiosity to create a solution using the latest tools. Our culture is built on iteration, leveraging AI to ship faster today to make it better tomorrow, while ensuring that every improvement, no matter how small, is shared across the team to lift everyone up. If you’re the type of person who values curiosity over bureaucracy, and that AI is a partner in solving tough problems to keep the Internet moving forward, you’ll fit right in. AVAILABLE LOCATIONS * Seoul, South Korea ABOUT THE ROLE The Technical Account Team plays a crucial role in ensuring a seamless experience for Cloudflare users, ranging from individual developers to Fortune 500 enterprises. By providing expert technical guidance, proactive support, and complex issue resolution across multiple channels, the team enhances customer satisfaction, strengthens customer trust, and drives product improvement. At Cloudflare, Technical Account Managers serve as trusted advisors to our top Enterprise customers. TAMs deliver high-touch technical guidance, customer advocacy, and operational support across the customer lifecycle. Acting as the eyes and ears of the company, TAMs capture valuable customer insights and work closely with internal teams to influence service enhancements and future product development. This role is an exciting opportunity to be at the forefront of Cloudflare’s Enterprise customer experience in South Korea. As a Senior Technical Account Manager, you will help some of the region’s most important businesses improve their network performance, security posture, resilience, and operational maturity while directly influencing the future of Cloudflare’s products and services. RESPONSIBILITIES * As a Senior Technical Account Manager, you will own the post-sales technical support experience for Cloudflare’s largest Enterprise customers in South Korea. You will serve as the primary technical point of contact for assigned customers, helping them operate Cloudflare solutions successfully, resolve complex issues, and continuously improve the security, reliability, and performance of their environments. * You will act as an architectural governance partner, continuously mapping customer environments against industry best practices and Cloudflare’s Well-Architected framework. By proactively identifying security gaps, single points of failure, configuration drift, and performance bottlenecks, you will help prevent incidents before they impact production. * Working closely with Customer Success, Account Teams, Product, Engineering, Professional Services, Partners, and Customer Support, you will align technical solutions with customer roadmaps and business objectives. This role requires a strong mix of technical expertise, customer service excellence, executive communication, and strategic problem-solving to ensure high customer satisfaction, retention, and long-term success. * For TAMs specializing in Network Services, you will focus on optimizing customer Cloudflare configurations and ensuring the reliability, performance, and security of their network infrastructure. * Serve as the primary technical support and escalation contact for assigned Enterprise customers in South Korea. * Build trusted technical relationships with customer stakeholders, including technical teams, operational leaders, and senior executives. * Communicate effectively in Korean with Korean-speaking enterprise customers and stakeholders. * Collaborate in English with global Product, Engineering, Support, Customer Success, Account Teams, Professional Services, and Partners. * Own and drive the post-sales technical support experience, ensuring timely, high-quality support outcomes. * Troubleshoot complex technical issues across Cloudflare products and customer environments. * Manage support interactions, drive escalations, coordinate internal response, and ensure clear customer communication during incidents. * Provide clear written and verbal updates, including technical recommendations, incident summaries, escalation updates, RCA follow-ups, and post-incident reports. * Maintain a comprehensive understanding of customer environments, architectures, and Cloudflare deployments to support proactive issue resolution and long-term optimization. * Develop and maintain a rolling Technical Risk & Gap Register for each enterprise account, tracking architectural drift, legacy configurations, operational risks, and emerging security threats. * Prioritize remediation plans with customer stakeholders and help customers align their environments with security, reliability, and performance best practices. * Conduct Quarterly Support Reviews, including SLA adherence, incident reviews, ticket trend analysis, top support drivers, resilience planning, capacity planning, and proactive feature adoption. * Partner with the account team to support strategic customer engagements, including technical planning, roadmap alignment, renewal support, and incident response. * Provide actionable customer feedback to Product and Engineering teams to help shape product improvements. * Partner with Cloudflare’s Threat Intelligence and Product teams to proactively evaluate customer environments against newly discovered vulnerabilities, zero-days, and emerging DDoS vectors. * Ensure defensive configurations and recommended mitigations are deployed ahead of potential exploits where appropriate. * Establish continuous drift-detection workflows to ensure customer configurations do not deviate from established security baselines, compliance standards, or optimal performance thresholds. * Leverage AI-driven tools and workflows to optimize daily operations, including incident summarization, case prioritization, support trend analysis, and automated handover documentation. * Utilize AI-powered analytics to conduct proactive configuration health checks and architectural reviews, identifying systemic risks and strategic infrastructure optimization opportunities. * Streamline the creation of technical documentation, including HLDs, LLDs, technical recommendations, customer-facing summaries, and post-incident reports. * Deploy AI-assisted incident management workflows to improve communication precision, including impact assessment, automated status updates, and rapid synthesis of complex technical event details. * Act as a point of escalation during business hours and provide backup support for global TAMs in other time zones when required. * Work one weekend per month as part of the TAM coverage model. * Travel up to 25% of the time to support customer engagements. DESIRABLE SKILLS, KNOWLEDGE, AND EXPERIENCE * We are seeking a highly motivated, customer-focused technical expert who can combine deep technical knowledge with strong customer advocacy, communication, and business judgment. TECHNICAL EXPERTISE * Strong understanding of networking concepts, including Layer 7 technologies and routing protocols such as BGP, OSPF, IPSec, and GRE. * Experience with security technologies, including Firewalls, IPS, DDoS mitigation, WAF, and application security controls. * Experience with cloud, SaaS, CDN, edge networking, or security platforms. * Knowledge of system integration, multi-vendor environments, and data center deployments. * Proficiency with diagnostic and troubleshooting tools, including traceroute, Wireshark, dig, cURL, logs, packet captures, and browser developer tools. * Familiarity with the OSI Model, proxies, HTTP, DNS, TLS/SSL, application security, and network security. * Ability to analyze complex technical issues, identify root causes, and provide practical remediation guidance. * Passion for Cloudflare’s products and a strong desire to help customers succeed. CUSTOMER & BUSINESS ACUMEN * Minimum 8 years of experience in a customer-facing technical support, technical account management, solutions engineering, customer success engineering, or account management role. * Proven ability to work with Enterprise and Fortune 500 customers. * Strong executive communication skills, with the ability to explain complex technical issues clearly to both technical and non-technical stakeholders. * Strong customer-facing written communication skills, including the ability to produce incident summaries, technical recommendations, executive updates, and post-incident follow-ups. * Ability to manage multiple customer priorities, escalations, and internal workstreams at the same time. * Strong problem-solving skills and ability to work independently in a fast-moving environment. * Ability to influence cross-functional teams without direct authority. * Strong ownership mindset, customer empathy, and commitment to delivering high-quality outcomes. * This role is based in Seoul, South Korea. * Fluency in Korean is required to support Korean-speaking enterprise customers and stakeholders. * Business-level English proficiency is required to collaborate effectively with global Product, Engineering, Support, Customer Success, and Account teams. What Makes Cloudflare Special? We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet. Project Galileo: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost. Athenian Project: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states. 1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers. Sound like something you’d like to be a part of? We’d love to hear from you! Please note that applicants who progress to the offer stage of the interview process may be asked to attend an in-person interview within one of the Cloudflare Offices or Cloudflare Hubs.  More details about this will be available at that stage of the interview process. This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license. Cloudflare is proud to be an equal opportunity employer.  We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness.  All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer. Cloudflare provides reasonable accommodations to qualified individuals with disabilities.  Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.  If you require a reasonable accommodation to apply for a job, please contact us via e-mail at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.