Client Growth & Retention Operations Manager

Onepilot; Paris; Hybride; EUR 56 000 - 84 000; Temps partiel

Avantages offerts par ce poste

MacBook

Annual team offsites

All-hands events

Hybrid work policy

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Leadership

People management

Customer support

Data-driven mindset

Fluent in French and English

Description du poste

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.