Customer Care Manager - German Market Onepilot

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 leading a dedicated team of customer support agents. You will act as the key link between your clients and your agent team, ensuring operational excellence, continuous process optimization, and high-quality service delivery. Your mission is to scale and improve customer support operations while driving performance, efficiency, and customer satisfaction.

Your responsibility

1. Agent Team Management & Operations

• Lead and collaborate closely with a dedicated pool of 10 to 30 Onepilot agents assigned to your client portfolio

• Forecast hiring needs and plan staffing to meet quality, productivity, and growth targets

• Recruit, onboard, and train new agents to ensure consistent service excellence

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

• Foster engagement and ownership within your team

2. 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

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 & avantages

• 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!