Operations Knowledge Manager (Fixed-term contract 6 months)

Our mission? Making day-to-day banking easier for SMEs and freelancers thanks to an online business account that's combined with invoicing, bookkeeping and spend management tools. Thanks to its innovative product, highly reactive 24/7 customer support and clear pricing, Qonto has become the leader in its market.

Our journey: Founded by Alexandre and Steve in July 2017, Qonto has rapidly gained trust, serving over 500,000 customers. Thanks to our wonderful team of 1,600+ Qontoers, we also made it to the LinkedIn Top Companies French ranking!

Our values:

Customer focus | Prioritize customers in everything you do

Ownership | Own your part, get things done

Teamwork | Make (team)work easy

Mastery | Continuously raise the bar

Integrity | Always do what’s right, and respect people

Our beliefs: At Qonto, we're committed to fostering a welcoming environment where everyone can thrive. We prioritize evaluating applicants based solely on skills and potential, ensuring diversity with 50% international team members, 44% women, and 20% parents. Join us in building a workplace that celebrates diversity and individuality.

Discover the steps we took to create a discrimination-free hiring process.

Join us as a Knowledge Management Specialist to enhance operational excellence by standardizing and optimizing our knowledge base system. You'll play a crucial role in improving customer satisfaction by ensuring our operational teams can access accurate, up-to-date, and well-structured information.

Working closely with our Ops Knowledge Manager, you'll help transform how we manage and share knowledge across our Operations department.

👩‍💻🧑‍💻 As a Knowledge Management Specialist at Qonto, you will:

• Lead the review and standardization of knowledge base articles, ensuring consistent formatting and up-to-date content

• Create and implement templates and workflows for content creation and maintenance

• Monitor knowledge base quality metrics, including search rates and trust scores

• Support operational teams in creating and updating procedures

• Collaborate with the AI chatbot project team to ensure seamless integration with our knowledge base

🤔 What you can expect:

• Team Context: You'll join a 3-person team focused on knowledge management and training, working directly with operational teams across Scalability, Ops Engineering, and Customer Success

• Tools: You'll work with Zendesk Guide and various internal tools to manage and optimize our knowledge base

• Impact: Your work will directly influence our First Contact Resolution rate and overall customer satisfaction

• Challenge: You'll help transform our knowledge management system from its current state to a more structured, efficient, and user-friendly platform

🤝 About your future manager

You'll work with Anne-Charlotte, our Ops Excellence Lead, who brings expertise in customer success, operations excellence, and project management. Her background in operations and management ensures you'll have the guidance needed to succeed in this role while maintaining autonomy in your daily work.

🏅 About You

Experience: You have previous experience in knowledge management, content organization, or similar role in a fast-paced environment

Technical aptitude: You're comfortable working with content management systems and proficient in the HTML language (reading and coding).

Analytical mindset: You can analyze data to drive improvements in knowledge base effectiveness and user experience

Communication: You have excellent written and verbal communication skills, with the ability to create clear, concise content

Project management: You're organized and can manage multiple priorities while maintaining attention to detail

Languages: English is required, French is a plus

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.

🎁 Perks

A tailor-made and dynamic career track. An inclusive work environment. And so much more to help you succeed.

- Offices in Paris, Berlin, Milan, Barcelona, and Belgrade;

- Tailor-made remote work policy depending on the job you apply for and where you live;

- Competitive salary package;

- A meal voucher;

- Public transportation reimbursement (part or global);

- A great health insurance (depending on the country);

- Employee well-being initiatives: access to Moka Care to take care of your mental health and great offers for sports and wellness activities;

- A progressive disability and parenthood policy (1 in 6 of Qonto employees is a parent!) and childcare benefits with selected partners;

- Monthly team events.

💪 Our hiring process:

- Interviews with your Talent Acquisition Manager and future managers

- A remote exercise to demonstrate your skills and give you a taste of what working at Qonto could be like

We will send you an interview guide so you can best prepare yourself.

On average, our process lasts 20 working days and offers usually follow within 48 hours 🤞

To learn more about us:

Qonto's Blog | Les Échos I L'Usine Digitale | Courrier Cadres

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