Customer Care Account Manager - English speaker

Onepilot; London; Remote; GBP 30,000 - 60,000; Full time

Job summary

An innovative firm is seeking a dynamic individual to lead a team of agents while ensuring exceptional client performance. This role emphasizes collaboration, data-driven decision-making, and operational excellence, providing ample opportunities for professional growth. With a flexible remote policy and an attractive benefits package, you will be at the forefront of enhancing client relationships and optimizing processes. If you are passionate about achieving goals and enjoy working in a fast-paced environment, this is the perfect opportunity for you.

Benefits

Attractive package with equity

Flexible remote policy

Regular team events

Qualifications

• Experience in customer support or operational roles.
• Data-driven mindset with a passion for achieving goals.

Responsibilities

• Manage and train a team of 10 to 30 agents.
• Build strong relationships with clients and optimize processes.
• Oversee knowledge management and onboarding of new clients.

Skills

Customer Support

Data Analysis

Team Collaboration

Problem Solving

Fluent English

Job description

Job Description

Missions

Agents Management

• Strong collaboration skills with Onepilot agents (between 10 and 30 agents on average)
• Forecast recruitment needs and the staffing in order to deliver ops quality and productivity aligned with growth targets
• Training of new Onepilot agents
• Structure, organize and retain the agents team

Client Performance

• Build and maintain strong relationships with your portfolio of clients
• Deliver best-in-class quality reporting all the data needed
• Optimize processes to improve efficiency
• Identify and capitalize on upselling or cross-selling opportunities
• Oversee knowledge management (training modules, knowledge base) as well as customer reporting (regular steering committees, day to day data management)
• Challenge and refine internal processes
• Onboarding of new clients with the support of your Account Director

Conditions & Benefits

Start as soon as possible

Attractive package with equity

Possibility of very fast professional evolution

Flexible remote policy

Regular team events (all-hands, offsite…)

Preferred Experience

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 English required (Written & spoken)

Recruitment Process

First call to discuss the role & your motivation

Case study (take approximately 1h to prepare)

Interview with Lucas our COO

Final interview with one of Onepilot team member

We’re looking forward to meeting you soon!

We’re committed to building a diverse and inclusive team. We encourage applications from individuals of all backgrounds, experiences, and identities.