German-Speaking Customer Care Operations Lead (Hybrid)

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 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.