Client Growth & Retention Operations Manager

Onepilot; Paris; Hybrid; EUR 56,000 - 84,000; Part time

Benefits offered by this job

MacBook

Annual team offsites

All-hands events

Hybrid work policy

Job summary

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

You will scale and improve customer support operations, driving performance, efficiency, and customer satisfaction while fostering a high-performing, collaborative team.

Qualifications

• 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 French & English. A third language is a plus.

Responsibilities

• Agent Team Management & Operations: Lead and collaborate with 10 to 30 Onepilot agents (freelancers) for your client portfolio; forecast staffing; recruit, onboard, and train agents; structure and retain a high-performing team; foster engagement.
• Client Performance & Relationship Management: Build strong relationships with your portfolio; act as strategic partner to scale operations; deliver actionable performance insights; lead business reviews.
• Process Optimization & Operational Excellence: Design and optimize support processes across clients; ensure efficiency by using the same agents across multiple clients; identify improvement opportunities and drive performance.
• Growth & Knowledge Management: Identify upsell/cross-sell opportunities; oversee knowledge management and training materials; ensure smooth onboarding with Account Director.

Skills

Leadership

People management

Customer support

Data-driven mindset

Fluent in French and English

Job description

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 collaborating with a team of customer support agents (freelancers). You will act as the key link between your clients and freelance agents, ensuring operational excellence, continuous process optimization, and high-quality communication. Your mission is to scale and improve customer support operations while driving performance, efficiency, and customer satisfaction.

Your responsibility

1. 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

2. Operations & Agent Team Collaboration

• Collaborate closely with a pool of 10 to 30 Onepilot agents (freelancers) working on your client portfolio

• Forecast needs and plan new freelancer contracts to meet quality, productivity, and growth targets

• Help, onboard, and assist new agents to ensure consistent service excellence

• Structure, organize, and retain a high-performing team of agents

• Foster engagement and ownership within your team

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 French & English. A third language is a plus.