Client Care & Operations Lead (Hybrid)

Onepilot; Paris; Hybrid; EUR 42,000 - 65,000; Full time

Benefits offered by this job

MacBook

Annual team offsites

All-hands events

HR reviews twice a year

Job summary

Onepilot is seeking a Customer Care Account Manager to lead a dedicated pool of 10–30 freelancers, acting as the bridge between clients and the agent team to ensure service excellence and scalable operations.

You will drive performance with data-driven reporting, optimize processes across portfolios, and identify growth opportunities while building strong client relationships and a culture of continuous improvement.

Qualifications

• Experience in customer support or operational roles.
• Data-driven mindset with a focus on achieving goals.
• Strong team player and problem solver.
• Willingness to get hands-on when required.

Responsibilities

• Agent Team Management: lead a pool of 10–30 freelancers and coordinate with clients for service excellence.
• Client Performance & Relationship Management: build strong client relationships and provide performance insights.
• Process Optimization & Operational Excellence: design and optimize support processes across portfolios.
• Growth & Knowledge Management: identify upsell opportunities and maintain training materials.

Skills

People management

Operational excellence

Data-driven mindset

Client relationships

German & English

Tools

CRM software

Reporting tools

Job description

Onepilot is seeking a Customer Care Account Manager to lead a dedicated pool of 10–30 freelancers, acting as the bridge between clients and the agent team to ensure service excellence and scalable operations.

You will drive performance with data-driven reporting, optimize processes across portfolios, and identify growth opportunities while building strong client relationships and a culture of continuous improvement.