8 days ago

Head of Customer Experience Onepilot

Outsourced customer care with 24/7 human support for e-merchants.

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Permanent

Paris

Occasional remote

Salary: Not specified

8 days ago

Skills we're looking for

Continuous improvement

Communication skills

Collaboration and teamwork

Analytical thinking

Stakeholder management

You'll be part of

100 employees

Intelligence artificielle / Machine Learning

SaaS / Cloud Services

Accompagnement d'entreprises

Average age: 30

Founded in 2021

49%

51%

Revenue: 30M€

Onepilot makes outsourcing customer care simple and flexible.
E-merchants use Onepilot to fire up their sales by providing a 100% human, instant and 24/7 answer to their end-users.
Powered with Onepilot tech, our agents turn into support agents and efficiently solve our client’s end users tickets, across all channels.
Multi-channel. Offices in Paris and London. 250+ customers, founded in 2021.

Numerous opportunities are opening up every week and the prospects for development are significant 🚀

The missions within Onepilot are multiple: from account management to sales through product, you will be evolving in a stimulating, fast-paced environment.

A few numbers:

👉 +30m of annual revenues
👉 +5.000,000 tickets already answered
👉 +€17,5m raised with top investors
👉 +100 employees
👉 +2000 agents

You'll be working on

As part of our growth, we are looking for our next Head of Customer Experience to lead our Customer Experience organization and shape the future of customer support delivery at Onepilot.

Reporting directly to Lucas, COO, you will lead a team of Customer Experience Managers (4 people) and play a key role in ensuring operational excellence across our customer portfolio.

You will sit at the crossroads of Operations, Sales, Product and AI, ensuring every customer receives an outstanding experience from onboarding to long-term success.

Beyond day-to-day operations, you will continuously improve our processes, develop your team, and help scale our Customer Experience organization as Onepilot continues to grow.

Your missions :

1. Lead the Customer Experience organization

Lead, coach and develop a team of Onboarding & Quality Managers.
Set ambitious objectives and support your team in achieving operational excellence.
Build a high-performance culture based on ownership, accountability and continuous improvement.
Recruit, onboard and develop future team members as the organization scales.
Drive regular performance reviews and career development conversations.

2. Deliver Operational Excellence

Own the operational performance of our customer portfolio.
Monitor key operational metrics including SLA, CSAT, Quality, Productivity and Resolution Time.
Identify risks before they impact customers and implement corrective action plans.
Continuously improve internal processes, playbooks and operational standards.
Ensure a consistent and scalable delivery model across all customer accounts.

3. Build Outstanding Customer Relationships

Act as an executive sponsor for strategic customers.
Support your team during business reviews and sensitive customer situations.
Ensure smooth customer onboarding and successful launches.
Develop long-term partnerships built on trust and operational excellence.
Represent the voice of the customer internally.

4. Drive Cross-functional Collaboration

Partner closely with Sales to ensure seamless customer handovers.
Collaborate with Product and AI teams to translate customer feedback into product improvements.
Work alongside the Ops Team to continuously improve delivery performance.
Contribute to strategic decisions regarding Onepilot’s Customer Experience organization.

5. Scale the Customer Experience Function

Define and implement scalable processes that support our rapid growth.
Identify opportunities to automate and optimize customer operations.
Build reporting frameworks and dashboards to measure success.
Continuously raise the quality bar across every customer interaction.
Contribute to the evolution of Onepilot’s Customer Experience strategy.

We're looking for

7+ years of experience in Customer Care, Customer Operations or Customer Experience.
Significant experience managing customer support operations at scale.
Proven experience leading and developing high-performing teams.
Strong project management and organizational skills.
Excellent analytical mindset with a data-driven approach to decision-making.
Comfortable working in a fast-paced startup or scale-up environment.
Strong stakeholder management and communication skills.
Hands-on leader who enjoys solving operational challenges.
Fluent in French and English. A third language is a plus.

Nice to have

Experience in BPO, outsourcing or customer support services.
Experience working with AI-powered customer support tools.
Experience managing Enterprise customers.

What we offer

A key leadership role with a direct impact on Onepilot’s growth.
Competitive salary.
Flexible hybrid remote policy.
HR Reviews twice a year to support your professional development.
MacBook, annual offsites, team events and much more.

How we hire

👉 Introductory call with our HR Team (30 min)

👉 Interview with Lucas, our COO, including a live business case (1h)

👉 Final interview with key stakeholders (1h)

Join Onepilot and help us build the next generation of customer support outsourcing by combining operational excellence, AI and exceptional customer experience.

Onepilot is an equal opportunity employer and values diversity in the workplace.