Customer Care Manager - Dutch

Onepilot; Paris; Hybride; EUR 70 000 - 95 000; Plein temps

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 act as the bridge between clients and your agent team, driving operational excellence, process optimization, and high-quality service delivery.

You will oversee agent recruitment, onboarding, and ongoing training, while forecasting staffing, managing client relationships, and delivering clear performance insights.

Qualifications

• Experience in customer support or operational roles.
• Strong problem-solving skills and data-driven mindset.
• Willingness to be hands-on when required.

Responsabilités

• Lead and manage a pool of Onepilot agents assigned to client portfolios.
• Forecast staffing and recruit/train agents to maintain quality and growth targets.
• Build strong client relationships and deliver actionable performance insights.
• Design and optimize support processes across client portfolios and drive efficiency.

Connaissances

Data-driven

Team player

Problem solving

Hands-on

Dutch

English

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 Dutch & English. French 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.