15 Jan, 2024

Account Manager (French speaker) (m/f)

  • Onepilot
  • Hybrid
Full time (permanent contract) Operations / Support

Job Description

About Onepilot: Onepilot simplifies customer care outsourcing, empowering e-merchants to manage their customer support efficiently across various channels. Our technology-driven approach transforms agents into support heroes, ready to resolve diverse ticket types for our 200+ clients across Europe.

Company Stats:

  • 20% monthly growth

  • Close to 10M tickets answered

  • 20M$ raised

  • Over 75 pilots 

Role Overview: As an Account Manager at Onepilot, you'll manage a pool of Onepilot agents to ensure exceptional service delivery for a portfolio of key clients.

Key Responsibilities:

Agents Management:

  • Strong collaboration skills with Onepilot agents (between 10 and 30 agents on average)

  • Forecast recruitment needs and 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 

Requirements:

  • 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 

  • Proficiency in French and English

Recruitment Process: πŸ‘‰ Initial call to discuss the role and your motivation πŸ‘‰ Case study (approximately 1-hour preparation) πŸ‘‰ Interview with Lucas, our COO πŸ‘‰ Final interview with a member of the Onepilot team

Benefits:

  • Competitive salary 

  • Health coverage 

  • Opportunities for professional growth and development in a dynamic environment

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.