Customer Care Manager: Scale Support Ops (Hybrid Belgium)

Onepilot; Brussel Hoofdstad; Hybride; EUR 70 000 - 110 000; Plein temps

Avantages offerts par ce poste

MacBook provided

Annual team offsites

All-hands events

Flexible hybrid remote policy

Résumé du poste

Onepilot, based in Belgium, is seeking a Customer Care Manager to lead and scale customer support operations across client portfolios. You will manage freelance agents, monitor KPIs, and ensure high service quality while collaborating with Paris-based teams.

You will drive continuous improvement, develop strong client relationships, and help grow Onepilot’s capabilities in a fast-paced environment with hybrid work and regular travel to Paris.

Qualifications

• 3+ years in customer support, customer success, account management, or operations
• Experience in startup/scale-up or fast-growing environments
• Strong ownership mindset and ability to juggle priorities
• Data-driven approach with focus on performance and continuous improvement
• Excellent communication and stakeholder management skills
• Hands-on problem solver with practical solutions
• Experience in SaaS or outsourced customer support is a plus

Responsabilités

• Lead and scale customer support operations by managing dedicated teams of agents and monitoring KPIs (quality, productivity, customer satisfaction)
• Build trusted client partnerships and act as operational partner, leading performance reviews and steering committees
• Drive continuous improvement by analyzing performance and designing optimized processes and knowledge management
• Contribute to Onepilot’s growth by onboarding new clients and identifying opportunities within accounts

Connaissances

Dutch

English

Data-driven

Ownership mindset

Stakeholder management

Hands-on leadership

Customer operations experience

SaaS knowledge

Formation

Belgian Master’s degree

Description du poste

Onepilot, based in Belgium, is seeking a Customer Care Manager to lead and scale customer support operations across client portfolios. You will manage freelance agents, monitor KPIs, and ensure high service quality while collaborating with Paris-based teams.

You will drive continuous improvement, develop strong client relationships, and help grow Onepilot’s capabilities in a fast-paced environment with hybrid work and regular travel to Paris.