Customer Care Account Manager - German

Onepilot; Paris; Hybride; EUR 50 000 - 70 000; Plein temps

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 team of customer support agents for a portfolio of clients. You will serve as the primary link between clients and agents, driving operational excellence, performance insights, and service delivery.

You will scale customer support operations, optimize processes, and foster growth across accounts while maintaining a hands-on leadership approach. Fluency in German and English is required, with additional language a plus.

Qualifications

• Experience in customer support or operations roles.
• Data-driven mindset and goal orientation.
• Strong team player with problem-solving skills.
• Willingness to hands-on when required and multilingual capability (German & English).

Responsabilités

• Lead and manage a pool of 10–30 Onepilot agents for client portfolios.
• Build and maintain strong client relationships and act as strategic partner.
• Design and optimize support processes across accounts; drive efficiency and CSAT.
• Identify upsell opportunities and support knowledge management and onboarding.

Connaissances

Agent management

Client relationship

Operations optimization

Data-driven mindset

German language

English language

Description du poste

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 leading a dedicated team of customer support agents. You will act as the key link between your clients and your agent team, ensuring operational excellence, continuous process optimization, and high-quality service delivery. Your mission is to scale and improve customer support operations while driving performance, efficiency, and customer satisfaction.

Your responsibility

1. Agent Team Management & Operations

• Lead and collaborate closely with a dedicated pool of 10 to 30 Onepilot agents assigned to your client portfolio
• Forecast hiring needs and plan staffing to meet quality, productivity, and growth targets
• Recruit, onboard, and train new agents to ensure consistent service excellence
• Structure, organize, and retain a high-performing team of agents
• Foster engagement and ownership within your team

2. 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

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 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 German & English. A third language is a plus.