Senior Customer Care Leader - Hybrid, Growth & Ops

Onepilot; Paris; Hybride; EUR 120 000 - 180 000; Plein temps

Avantages offerts par ce poste

Hybrid work policy (hybrid, not fully远

MacBook

Annual team offsites

Résumé du poste

Onepilot is seeking a Senior Customer Care Director to lead a portfolio of strategic clients and drive operational excellence across the team. Reporting to Lucas, COO, you will shape the relationship strategy and ensure delivery of outstanding customer support experiences.

You will scale customer support operations, build executive relationships, and mentor Account Managers while partnering with Sales, Operations and Product to push for growth and value.

Qualifications

• 7+ years in Customer Support, Customer Success, Operations, or Account Management.
• Experience managing strategic client relationships.
• Proven track record leading high-performing teams.
• Strong analytical and operational mindset.
• Excellent communication and presentation skills.
• Fluent German and English; French is a plus.

Responsabilités

• Own a portfolio of high-value clients and act as their strategic partner.
• Lead QBRs and executive steering committees for key accounts.
• Ensure client satisfaction, retention and long-term account growth.
• Identify upsell and expansion opportunities and collaborate with Sales.

Connaissances

Strategic leadership

Team leadership

Operational excellence

Stakeholder management

Analytical skills

Project management

Communication

German & English fluency

French (preferred)

Description du poste

Onepilot is seeking a Senior Customer Care Director to lead a portfolio of strategic clients and drive operational excellence across the team. Reporting to Lucas, COO, you will shape the relationship strategy and ensure delivery of outstanding customer support experiences.

You will scale customer support operations, build executive relationships, and mentor Account Managers while partnering with Sales, Operations and Product to push for growth and value.