About Onepilot
Onepilot makes outsourcing simple and flexible. We enable high-growth brands to scale their operations with high-quality, human-powered support - available instantly, 24/7, across all channels.
Founded in 2021, we're a venture-backed startup with offices in London and Paris, and 250 customers across Europe.
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
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
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
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
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
Your Profile
- 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 & English. A third language is 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!
Application Process
- HR call to discuss the role & your motivation (30 min)
- Interview with one Account Director where you will have to prepare a live case study (1 hour)
- Final interview with Lucas (COO) & Coralie (Head of Customer Experience) (45 min)
