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Customer Care Account Manager - English speaker

Onepilot is hiring!

About

Onepilot est la solution qui réinvente le service client externalisé en proposant à ses +250 clients des agents dédiés natifs basés en Europe et au Royaume-Uni. Grâce à sa technologie propriétaire, la compagnie simplifie le quotidien de ses agents, promettant ainsi un service client personnalisé, adapté et surtout qualitatif.

Avec des bureaux situés à Paris et Londres, Onepilot a pour ambition d’élargir son activité en France, en Europe mais aussi au-delà des frontières européennes.
Pour cela, l’entreprise met tout en œuvre pour fortifier sa technologie pour toujours s’adapter aux besoins de ses clients et de ses agents.

Cette aventure, lancée en 2021, ne serait pas possible sans tous les efforts de ses pilots, c’est pourquoi Onepilot offre aussi de nombreuses opportunités et perspectives d’évolution : de l’account management aux sales en passant par le produit ou la tech, vous progresserez dans un environnement stimulant et valorisant.

En chiffre Onepilot c’est :

👉 +30m de revenus annuels
👉 +5.000.000 tickets déjà répondus
👉 +17,5m€ levés auprès d'investisseurs reconnus
👉 +100 employés
👉 +2000 agents

Job Description

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

1. 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

2. 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

3. 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

4. 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

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) and a second language is a plus.

What we offer

  • A pivote role in our UK team

  • Competitive salary

  • Flexible remote policy (hybrid, not fully remote)

  • 30 days holiday + private health cover

  • MacBook, Wework access, annual team offsites

Recruitment Process

  1. Introductory call with a People & Culture team member to present the role and answer your questions.

  2. Second interview with Callum, Senior Account Director. You will have to prepare a business case for this interview.

  3. Final interview with Lucas our COO and one other 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.

Additional Information

  • Contract Type: Full-Time
  • Location: London
  • Experience: > 2 years
  • Occasional remote authorized
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