Account Manager - German speakers

Wink; München; Hybrid; EUR 36.000 - 45.000; Vollzeit

Benefits dieser Stelle

MacBook

Annual team offsites

All-hands and more!

Zusammenfassung

Wink is seeking a German-speaking Customer Care Account Manager to own and grow a portfolio of client relationships. You will lead a pool of 10 to 30 Onepilot agents (freelancers) assigned to your clients, forecast staffing needs, recruit and onboard new agents, and drive service excellence.

The role offers a fixed salary of €36k–€45k per year with no variable compensation and a hybrid work model in Paris or Munich.

Qualifikationen

• Experience in customer support or operational roles.
• Data-driven mindset with a passion for achieving goals and tackling new challenges.
• Strong team player and problem solver.
• Willingness to get hands-on when required.
• Fluent in German & English; French is a plus.

Aufgaben

• Lead and collaborate with a pool of 10–30 Onepilot agents assigned to your client portfolio.
• Forecast hiring needs and plan staffing to meet quality and growth targets.
• Recruit, onboard, and train new agents to ensure service excellence.
• Structure and retain a high-performing team of agents; drive engagement.
• Manage client performance and relationships; partner to scale customer support operations.
• Provide reporting and insights; lead business reviews and steering committees.
• Design, implement, and optimize support processes across client portfolios.
• Identify upsell/cross-sell opportunities and drive knowledge management.

Kenntnisse

German fluency

English fluency

French a plus

Data-driven

Team player

Jobbeschreibung

Own your client portfolio and the operations behind it.

Agent Team Management & Operations

• Lead and collaborate closely with a dedicated pool of 10 to 30 Onepilot agents (freelancers) assigned to your client portfolio
• Forecast hiring needs and plan staffing to meet quality, productivity, and growth targets
• Recruit, onboard, and train new agents to ensure consistent service excellence
• Structure, organize, and retain a high-performing team of agents
• Foster engagement and ownership within your team
• Client Performance & Relationship Management
• Build strong, long-term relationships with your portfolio of clients
• Act as a strategic partner to help clients scale their customer support operations
• Deliver best-in-class reporting, providing clear and actionable performance insights
• Lead regular business reviews and steering committees
• Process Optimization & Operational Excellence
• Design, implement, and continuously optimize support processes across your client portfolio
• Ensure consistency and efficiency by leveraging the same group of agents across multiple clients when relevant
• Identify improvement opportunities and drive operational performance (quality, productivity, CSAT)
• Challenge and refine internal workflows and methodologies
• Growth & Knowledge Management
• Identify and drive upsell and cross-sell opportunities within your accounts
• Oversee knowledge management: creation and maintenance of training materials and knowledge bases
• Ensure smooth onboarding of new clients in collaboration with your Account Director

Conditions & Benefits

• A pivote role in a fast-paced environment
• Competitive salary
• Flexible remote policy (hybrid, not fully remote)
• HR review twice a year to support your professional growth
• MacBook, annual team offsites, all-hands and more!

Profil Recherché

• Experience in customer support or operational roles
• Data-driven mindset with a passion for achieving goals and tackling new challenges
• Strong team player and confirmed problem solver
• Willingness to get hands-on when required
• Fluent in German & English. French is a big plus.

Paris or Munich | Hybrid €36–45K fixed salary — no variable compensation

Présentation De La Structure

For one of our clients, a fast-growing French tech company reinventing outsourced Customer Care, we’re looking for a German-speaking Customer Care Account Manage