Customer Care Account Manager

Onepilot; Paris; Sur place; EUR 40 000 - 70 000; Plein temps

Avantages offerts par ce poste

Equity

Flexible Remote Policy

Regular Team Events

Résumé du poste

Join a forward-thinking company where you will lead a dynamic team of agents and foster strong client relationships. In this role, you will have the opportunity to optimize processes and drive operational excellence while enjoying a flexible remote policy and an attractive equity package. With a focus on collaboration and data-driven decision-making, you will tackle challenges head-on and play a crucial role in the company's growth. This position offers fast professional evolution and regular team events, making it an exciting opportunity for motivated individuals ready to make an impact.

Qualifications

• Experience in customer support or operational roles.
• Strong team player with a hands-on approach.

Responsabilités

• Manage a team of 10 to 30 agents and forecast recruitment needs.
• Build relationships with clients and deliver quality reports.
• Optimize processes and oversee knowledge management.

Connaissances

Collaboration Skills

Customer Support Experience

Data-Driven Mindset

Problem Solving

Fluent in French

Fluent in English

Description du poste

Missions

Agents Management:

• Strong collaboration skills with Onepilot agents (between 10 and 30 agents on average)
• Forecast recruitment needs and the staffing in order to deliver ops quality and productivity aligned with growth targets
• Training of new Onepilot agents
• Structure, organize and retain the agents team

Client Performance:

• Build and maintain strong relationships with your portfolio of clients
• Deliver best-in-class quality reporting all the data needed
• Optimize processes to improve efficiency
• Identify and capitalize on upselling or cross-selling opportunities
• Oversee knowledge management (training modules, knowledge base) as well as customer reporting (regular steering committees, day to day data management)
• Challenge and refine internal processes
• Onboarding of new clients with the support of your Account Director

Start as soon as possible

Attractive package with equity

Possibility of very fast professional evolution

Flexible remote policy

Regular team events (all-hands, offsite...)

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.

First call to discuss the role & your motivation

Case study (take approximately 1h to prepare)

Interview with Lucas our COO

Final interview with one of Onepilot team member

We’re committed to building a diverse and inclusive team. We encourage applications from individuals of all backgrounds, experiences, and identities.