Customer Care Account Manager - German

Onepilot; Hamburg; Hybrid; EUR 55.000 - 75.000; Vollzeit

Benefits dieser Stelle

MacBook

Annual team offsites

All-hands events

Hybrid work policy

Zusammenfassung

Onepilot is seeking a Customer Care Account Manager in Customer Support to lead a dedicated team of agents (freelancers) and serve as the main link between clients and the agent pool, ensuring operational excellence and high-quality service.

You will scale and improve support operations, drive performance, and collaborate with the Account Director to onboard new clients. The role offers a hybrid work policy and opportunities for growth in a fast-paced environment.

Qualifikationen

• Experience in customer support or operations roles.
• Data-driven mindset with a passion for achieving goals.
• Strong team player and problem solver.
• Willingness to be hands-on when required.
• Fluent in German and English; a third language is a plus.

Aufgaben

• Lead and manage a pool of 10 to 30 freelance agents.
• Forecast hiring needs and staff to meet targets.
• Recruit, onboard, and train agents.
• Structure and retain a high-performing team.
• Build client relationships and provide performance insights.
• Deliver best-in-class reporting and lead business reviews.
• Design and optimize support processes across client portfolios.
• Identify upsell opportunities and oversee knowledge management.
• Collaborate with Account Director on onboarding new clients.

Kenntnisse

Team management

Client relationship management

Operational excellence

Data-driven mindset

German fluent

English fluent

Jobbeschreibung

Missions

• As part of our growth, we are looking for our next Customer Care Account Manager in Customer Support. You will be responsible for managing a portfolio of clients by leading a dedicated team of customer support agents (freelancers). You will act as the key link between your clients and your agent team, ensuring operational excellence, continuous process optimization, and high-quality service delivery. Your mission is to scale and improve customer support operations while driving performance, efficiency, and customer satisfaction.

  Your responsibility

  1. 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

• 2. Client Performance & Relationship Management

  • Build strong, long-term relationships with your portfolio of clients

  • Act as a strategic partner to help clients scale your customer support operations

  • Deliver best-in-class reporting, providing clear and actionable performance insights

  • Lead regular business reviews and steering committees

• 3. 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

• 4. 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!

Experience in customer support or operational rolesData-driven mindset with a passion for achieving goals and tackling new challengesStrong team player and confirmed problem solverWillingness to get hands-on when requiredFluent in German & English. A third language is a plus.