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Customer Care Account Manager

Onepilot · Paris · CDI

Publiée le 6 octobre 2026

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!

Compétences

Voir l'offre d'origine et postuler · Source : site carrières de Onepilot