Customer Care Manager

Onepilot; Paris; Hybride; EUR 55 000 - 75 000; Plein temps

Avantages offerts par ce poste

MacBook

Team offsites

Flexible hybrid policy

HR reviews

Résumé du poste

Onepilot in Paris is seeking a Customer Care Account Manager to lead a dedicated team of support agents and manage a growing client portfolio. You will be the bridge between clients and your agent team, ensuring excellence in delivery and process optimization.

You will forecast staffing, recruit and onboard agents, drive CSAT and reporting, and identify upsell opportunities. Fluency in French and English is required, with a third language a plus; hybrid work option in Paris.

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

• Lead and collaborate closely with a dedicated pool of 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.
• 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.
• 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.
• 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.

Connaissances

Team management

Staffing planning

Recruitment

Process optimization

Client relationship

Data-driven

Bilingual FR/EN

Description du poste

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 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

Your profile

• 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.

What we offer

• A pivote role in a fast-paced environment
• 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!

Hiring process

• First call to discuss the role & your motivation (30 min)
• Case study in live with one Account Director (1 hour)
• Interview with Lucas our COO and one of Onepilot team member (30 min)

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