Customer Care Manager - German speaker M/F

Onepilot is hiring!

About

Onepilot makes outsourcing customer care simple and flexible.

E-merchants use Onepilot to fire up their sales by providing a 100% human, instant and 24/7 answer to their end-users.

Powered with Onepilot tech, our agents turn into support agents and efficiently solve our client’s end users tickets, across all channels.

Multi-channel. Offices in Paris and London. 100+ customers, founded in 2021. To continue this growth in France and in Europe, the company is looking to triple its workforce in the coming months. Numerous opportunities are opening up every week and the prospects for development are significant 🚀

The missions within Onepilot are numerous: from account management to sales through product, you will be evolving in a stimulating, fast-paced environment.

A few numbers:

👉 20% monthly growth

👉 2,000,000 tickets already answered

👉 17,5m raised

👉 +60 employees within the team

👉 Offices in Paris, London and Hamburg

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 rapid development

  • Flexible teleworking

  • Regular team events

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 

  • Proficiency in German and English

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

Join Onepilot and be part of an innovative team dedicated to build the next-gen customer care outsourcing solution. 

Onepilot is an equal opportunity employer and values diversity in the workplace.

Additional Information

  • Contract Type: Full-Time
  • Location: Paris, London, Hambourg
  • Possible partial remote