Customer Care Manager - German speaker

Onepilot; Paris; Hybride; EUR 55 000 - 85 000; Plein temps

Avantages offerts par ce poste

Flexible hybrid work

MacBook provided

Team offsites

Résumé du poste

Onepilot is seeking a Customer Care Account Manager for the DACH market to lead a dedicated pool of agents, manage client portfolios, and drive operational excellence. You will scale customer support operations and optimize processes across multiple clients.

Fluent German and English are required; the role is hybrid with flexible remote policy for Europe. You will collaborate with the Account Director to onboard new clients and drive growth opportunities.

Qualifications

• Experience in customer support or operational roles.
• Data-driven mindset with a passion for achieving goals.
• Strong team player and problem solver.
• Willingness to get hands-on when required.
• Fluent in German and English; third language a plus.

Responsabilités

• Agent Management & Operations: Lead a pool of Onepilot agents; forecast staffing; onboard/train new agents; organize a high-performing team; foster engagement.
• Client Performance & Relationship Management: Build relationships with clients; act as strategic partner; deliver reporting; lead business reviews.
• Process Optimization & Operational Excellence: Design and optimize support processes; ensure cross-client efficiency; identify improvement opportunities.
• Growth & Knowledge Management: Identify upsell/cross-sell opportunities; maintain training materials and knowledge bases; assist onboarding with Account Director.

Connaissances

Customer support

Operations

Team leadership

Data-driven

German & English

Description du poste

Onepilot makes outsourcing simple and flexible. We enable high-growth brands to scale their operations with high-quality, human-powered support - available instantly, 24/7, across all channels.

Founded in 2021, we're a venture-backed startup with offices in London and Paris, and 250+ customers across Europe.

As part of our growth, we are looking for our next Customer Care Account Manager in Customer Support for the DACH Market. You will be responsible for managing a portfolio of German 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 responsibility

1. Agent Management & Operations

• Lead and collaborate closely with a dedicated pool of Onepilot agents (freelancers) assigned to your client portfolio
• Forecast hiring needs and plan staffing to meet quality, productivity, and growth targets
• 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 German & English. A third language is a plus.
• This job is open for people based in Germany, France or elsewhere in Europe as long you can come to meet the team in Munich or Paris a couple days per month!

What we offer

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