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.
20% monthly growth
Close to 10M tickets answered
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.
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
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
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: 👉 Initial call to discuss the role and your motivation 👉 Case study (approximately 1-hour preparation) 👉 Interview with Lucas, our COO 👉 Final interview with a member of the Onepilot team
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.