Senior Customer Care Director - Dutch speaker

Onepilot; Paris; Hybrid; EUR 120,000 - 180,000; Full time

Benefits offered by this job

MacBook

Team offsites

All-hands events

HR review twice a year

Hybrid work policy

Job summary

Onepilot is seeking a Senior Customer Care Director to lead a portfolio of strategic clients and drive exceptional service. Reporting to the COO, you will oversee Account Managers and align client success with business growth.

You will own strategic leadership, optimize operations across SLAs and KPIs, develop the team, and collaborate with Sales and Product to shape Onepilot’s customer offering. Fluent Dutch and English are required, French is a plus; hybrid work setup in Paris with a

Qualifications

• 7+ years in Customer Support/Customer Success/Operations or Account Management.
• Significant experience managing strategic client relationships.
• Proven track record of leading and developing high-performing teams.
• Strong operational mindset with excellent analytical skills.
• Comfortable managing complex projects and multiple stakeholders.
• Strategic thinker with hands-on execution and strong communication.
• Fluent Dutch and English; French is a plus.

Responsibilities

• Own a portfolio of high-value clients and act as their strategic partner.
• Lead QBRs and executive steering committees to ensure growth and retention.
• Monitor SLAs, KPIs, quality, productivity, and CSAT across portfolio.
• mentor and develop a team of Account Managers.
• Identify upsell opportunities and support client onboarding and transitions.

Skills

Strategic account management

Team leadership

Operations analytics

Stakeholder management

Project management

Communication & presentation

Job description

As part of our growth, we are looking for our next Senior Customer Care Director to lead and grow a portfolio of strategic Onepilot clients.

Reporting directly to Lucas, COO, you will oversee a team of Account Managers and ensure operational excellence across your portfolio. As the senior point of contact for our customers, you will combine strategic account management and operational leadership to deliver outstanding customer support experiences.

Your mission is to scale customer support operations, strengthen long-term client partnerships, and drive sustainable growth while ensuring best-in-class operational performance.

1. Strategic Account Leadership

• Own a portfolio of high-value clients and act as their trusted strategic partner
• Build long-term executive relationships with key stakeholders
• Lead Quarterly Business Reviews and executive steering committees
• Ensure client satisfaction, retention, and long-term account growth
• Anticipate customer needs and proactively identify opportunities to create additional value

2. Operational Excellence

• Own and monitor operational performance across your portfolio (SLAs, KPIs, quality, productivity, CSAT)
• Ensure consistent service delivery while maintaining high operational standards
• Analyze performance data to identify trends, risks, and improvement opportunities
• Drive continuous optimization of processes and delivery methodologies
• Partner with Operations, Product, and Support teams to continuously improve customer experience

3. Team Leadership & Development

• Lead, mentor, and develop a team of Account Managers
• Support them in scaling their client portfolios and operational performance
• Foster a culture of ownership, accountability, and continuous improvement
• Coach team members through regular feedback and performance reviews
• Share best practices and contribute to the development of the Operations organization

4. Business Growth

• Identify upsell and expansion opportunities across your portfolio
• Collaborate closely with Sales and Operations to maximize account growth
• Support strategic client onboarding and major account transitions
• Contribute to the evolution of Onepilot’s customer support offering through client feedback and market insights

Qualifications & Experience

• 7+ years of experience in Customer Support, Customer Success, Operations, or Account Management
• Significant experience managing strategic client relationships
• Proven track record of leading and developing high-performing teams
• Strong operational mindset with excellent analytical skills
• Comfortable managing complex projects and multiple stakeholders
• Strategic thinker with a hands-on approach and strong execution capabilities
• Excellent communication and presentation skills
• Fluent Dutch and English. French is also a plus.

What we offer

• 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!