As part of our growth, we are looking for our next Onboarding Manager.

Reporting to Coralie, Head of Quality at Onepilot, your main missions will include: 

• Understand the needs and challenges of clients during the onboarding process by aligning with the sales team 

• Onboard the client on Onepilot by building the knowledge base and training materials, completing tickets (mails/calls) to ensure everything is set up properly, integrating clients tools and setting up KPIs 

• You will be responsible for the launch of operations, this include training the first pool of agents and leading transition to the Account Manager once the onboarding is finished

• Set up regular check-ins with your clients to guide them through the implementation

• Adapt your communication based on each client’s level of digital maturity and specific needs

• Advise clients on best practices related to Onepilot and customer support ecosystem

• Promote our values in all client interactions

• Actively contribute to the Onepilot knowledge base completion, improving existing processes, and enhancing our product alongside all teams (Tech, Product, Ops, Sales team etc).

• Your Key Results will be: customer onboarding score, onboarding average duration, customer retention 30 days post launch and agent quality

• You hold a higher education degree (minimum Bachelor’s level) and have a successful experience in the customer service industry.

• Good knowledge of ticketing/phoning tools & back office is a plus.

• Fluent in English and French or German

• Your interpersonal skills, sense of pedagogy, and thoroughness, combined with your adaptability, are key assets for succeeding in this role.

• Proficiency in computer tools is essential.

👉 First call to discuss the role & your motivation

👉 Case study (take approximately 1h to prepare)

👉 Interview with Coralie, our Head of Quality

👉 Final interview with one of Onepilot team member

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.