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Outbound Customer Care Account Manager

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

The Outbound team runs commercial missions, B2B and B2C : outbound calls, activation, reactivation, upsell and cross-sell, appointment setting, and inbound lead qualification. Our model is outcome-based: we are paid on the value we generate, not on volume.

Reporting to the Head of Outbound, you own a portfolio of outbound calling missions end-to-end. You are the single point of accountability for their performance, for the freelancers who run them, and for the client relationship. Automation and AI are at the heart of how you scale that performance.

Your missions

Freelance network and mission performance

  • Partner with the certified freelancers on your missions (10 to 30 per mission on average): briefing, ramp-up, quality follow-up, and call coaching, in a partner posture within a community of independent professionals.

  • Anticipate sourcing and staffing needs so each mission delivers the quality and productivity its growth requires.

  • Frame the objectives and steer the KPIs that move the numbers: calls per hour, answer rate, decision-maker rate, conversion or appointment rate, no-show rate, and ramp-up.

  • Build and maintain the operational assets behind each mission: knowledge base, call grid, and performance dashboard.

Client performance

  • Build and maintain strong relationships across your portfolio of clients.

  • Deliver best-in-class reporting with the data your clients need, through regular steering committees and day-to-day data management.

  • Continuously refine processes to improve efficiency.

  • Identify and capitalize on upsell and cross-sell opportunities.

  • Onboard new clients with the support of the Head of Outbound.

Automation and AI

  • Make our proprietary automation and AI ecosystem your daily leverage: industrialize what can be, and scale performance across your whole portfolio. This is a core axis of the role, not a side topic.

Preferred Experience

  • 2 to 4 years of commercial experience: sales, business development, telesales, or account management.

  • Comfortable on the phone, with hands-on experience in outbound calling or prospecting.

  • Experience in a BPO, call center, or outsourcing environment is a plus.

  • A strong appetite for automation and AI, and the ability to get up to speed quickly on new tools (CRM, dashboards, AI tools).

  • Data-driven: you read, use, and steer by KPIs.

  • Autonomous and well-organized: you run several missions in parallel without losing focus.

  • Strong relationship skills and ease in front of clients.

  • Fluent French is required: our missions and client relationships are French-speaking. Professional English is mandatory too.

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!

Recruitment Process

  • HR call to discuss the role & your motivation (30 min)

  • Interview with the hiring manager where you will have to prepare a live case study (1 hour)

  • Final interview with one other team member (culture fit) (45 min)

We are committed to building a diverse and inclusive team, and we welcome applications from people of all backgrounds, experiences, and identities.

Additional Information

  • Contract Type: Full-Time
  • Location: Paris
  • Occasional remote authorized
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