Client Care Operations Leader

Onepilot; Paris; Hybride; EUR 70 000 - 95 000; Plein temps

Résumé du poste

Onepilot is seeking a Customer Care Account Manager to lead a dedicated team of customer support agents for a portfolio of clients. You will act as the bridge between clients and your agent team, driving operational excellence, process optimization, and high-quality service delivery.

You will oversee agent recruitment, onboarding, and ongoing training, while forecasting staffing, managing client relationships, and delivering clear performance insights.

Qualifications

• Experience in customer support or operational roles.
• Strong problem-solving skills and data-driven mindset.
• Willingness to be hands-on when required.

Responsabilités

• Lead and manage a pool of Onepilot agents assigned to client portfolios.
• Forecast staffing and recruit/train agents to maintain quality and growth targets.
• Build strong client relationships and deliver actionable performance insights.
• Design and optimize support processes across client portfolios and drive efficiency.

Connaissances

Data-driven

Team player

Problem solving

Hands-on

Dutch

English

Description du poste

Onepilot is seeking a Customer Care Account Manager to lead a dedicated team of customer support agents for a portfolio of clients. You will act as the bridge between clients and your agent team, driving operational excellence, process optimization, and high-quality service delivery.

You will oversee agent recruitment, onboarding, and ongoing training, while forecasting staffing, managing client relationships, and delivering clear performance insights.