Dutch Client Care Lead - Scale Support Operations

Onepilot; Paris; Hybride; EUR 60 000 - 75 000; Plein temps

Avantages offerts par ce poste

Hybrid work policy

MacBook provided

Annual team offsites

Résumé du poste

Onepilot is a fast-growing platform that simplifies outsourcing by connecting brands to human-powered support. Based in London and Paris, we serve 250+ customers across Europe.

We are seeking a Customer Care Account Manager to lead a dedicated agent pool for Dutch clients and drive engagement, performance, and scalable support operations. You will own client relationships, optimize processes, and collaborate with the Account Director to onboard new clients, train agents, and deliver high-quality

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 Dutch & English. A third language is a plus.
• This job is open for people based in France or elsewhere in Europe as long you can come to meet the team in Paris a couple days per month!

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.
• 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.
• 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

Customer support

Operations management

Staffing planning

Data-driven

Team leadership

Description du poste

Onepilot is a fast-growing platform that simplifies outsourcing by connecting brands to human-powered support. Based in London and Paris, we serve 250+ customers across Europe.

We are seeking a Customer Care Account Manager to lead a dedicated agent pool for Dutch clients and drive engagement, performance, and scalable support operations. You will own client relationships, optimize processes, and collaborate with the Account Director to onboard new clients, train agents, and deliver high-quality