German Customer Care Account Manager

Onepilot; Paris; Hybrid; EUR 45,000 - 65,000; Full time

Benefits offered by this job

MacBook

Annual team offsites

All-hands events

Job summary

Onepilot is seeking a Customer Care Account Manager to lead a dedicated team delivering high-quality support for a portfolio of clients. You will act as the liaison between clients and the agent pool, driving operational excellence, scaling processes, and ensuring satisfaction.

You will manage 10–30 agents, forecast staffing needs, train new agents, and lead performance reviews with clients. A hybrid work policy, tech setup, and growth opportunities are provided.

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 French, German and English.

Responsibilities

• Lead and manage a pool of 10–30 Onepilot agents for client portfolios.
• Drive client performance, relationships, and regular reviews.
• Design and optimize support processes across clients.
• Identify upsell opportunities and oversee knowledge management.

Skills

Team management

Operations

Client relationships

Process optimization

Data-driven mindset

Multilingual communication

Job description

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. 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 10 to 30 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

Conditions & avantages

• 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 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, German and English.