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Customer Care Manager M/F

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, Londres et Hambourg, 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 :

👉 +20m de revenus annuels
👉 +5.000.000 tickets déjà répondus
👉 +17,5m€ levés auprès d'investisseurs reconnus
👉 +100 employés
👉 +2000 agents

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 & avantages

  • 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 in 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
  • Experience: > 2 years
  • Possible partial remote
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