Customer Care Account Manager

Missions

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 collaborating with a team of customer support agents (freelancers). You will act as the key link between your clients and freelance agents, ensuring operational excellence, continuous process optimization, and high-quality communication. Your mission is to scale and improve customer support operations while driving performance, efficiency, and customer satisfaction.

Your responsibility

1. 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

2. Operations & Agent Team Collaboration

• Collaborate closely with a pool of 10 to 30 Onepilot agents (freelancers) working on your client portfolio

• Forecast needs and plan new freelancer contracts to meet quality, productivity, and growth targets

• Help, onboard, and assist new agents to ensure consistent service excellence

• Structure, organize, and retain a high-performing team of agents

• Foster engagement and ownership within your team

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

Conditions & Benefits

• 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!

• 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.

👉 First call to discuss the role & your motivation (30 min)
👉 Case study in live with one Account Director (1 hour)
👉 Interview with Lucas our COO and one of Onepilot team member (30 min)

We’re committed to building a diverse and inclusive team. We encourage applications from individuals of all backgrounds, experiences, and identities.