Customer Care Account Manager - German

Onepilot; Paris; Hybride; EUR 42 000 - 65 000; Plein temps

Avantages offerts par ce poste

MacBook

Annual team offsites

All-hands events

HR reviews twice a year

Résumé du poste

Onepilot is seeking a Customer Care Account Manager to lead a dedicated pool of 10–30 freelancers, acting as the bridge between clients and the agent team to ensure service excellence and scalable operations.

You will drive performance with data-driven reporting, optimize processes across portfolios, and identify growth opportunities while building strong client relationships and a culture of continuous improvement.

Qualifications

• Experience in customer support or operational roles.
• Data-driven mindset with a focus on achieving goals.
• Strong team player and problem solver.
• Willingness to get hands-on when required.

Responsabilités

• Agent Team Management: lead a pool of 10–30 freelancers and coordinate with clients for service excellence.
• Client Performance & Relationship Management: build strong client relationships and provide performance insights.
• Process Optimization & Operational Excellence: design and optimize support processes across portfolios.
• Growth & Knowledge Management: identify upsell opportunities and maintain training materials.

Connaissances

People management

Operational excellence

Data-driven mindset

Client relationships

German & English

Outils

CRM software

Reporting tools

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 (freelancers). 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 responsibilities

• Agent Team Management & Operations
  Lead and collaborate closely with a dedicated pool of 10 to 30 Onepilot agents (freelancers) 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
• 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
• 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
• 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

• 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.