Onepilot makes outsourcing simple and flexible. We enable high-growth brands to scale their operations with high-quality, human-powered support - available instantly, 24/7, across all channels.

Founded in 2021, we’re a venture-backed startup with offices in London and Paris, and 250+ customers across Europe.

As part of our growth, we are looking for our next Payroll Customer Care Account Manager to join our team.

As a Payroll Customer Care Account Manager, you will be the go-to expert for all payroll-related topics within your client portfolio.

You will combine operational excellence, client management, and deep payroll expertise to ensure that all customer interactions related to payroll and legal matters are handled with the highest level of quality, accuracy, and compliance.

This is not a traditional support role : you will own the performance, structure, and continuous improvement of a specialized payroll customer service operation.

Your missions 🎯

• Client ownership & operational performance

  • Own the day-to-day operational performance of your account

  • Ensure achievement of SLA, KPIs, and contractual targets

  • Act as the main interface between Onepilot and the client

• Real-time operations management

  • Monitor and pilot SLA, KPIs, and backlog in real time

  • Manage multi-channel operations (tickets, chat, etc.) and prioritize workload

  • Ensure smooth and efficient handling of all payroll-related requests

• Workforce management & staffing

  • Define and manage staffing plans based on activity forecasts

  • Adjust capacity to handle fluctuations and peak periods

  • Ensure optimal coverage and performance of the team

• Team coordination & leadership

  • Manage and support a team of agents dedicated to payroll accounts

  • Train and upskill agents on payroll-specific topics

  • Oversee knowledge management (training modules, knowledge base on our Onepilot app) as well as customer reporting (regular steering committees, day to day data management)

  • Collaborate closely with internal teams (Operations, Product, Sales)

• Reporting & continuous improvement

  • Deliver regular reporting to clients (dashboards, weekly reviews, steering committees)

  • Prioritize and manage continuous improvement projects (process, tooling, workflows)

  • Contribute to the evolution of Onepilot’s payroll service offering

Conditions & Benefits 🎁

• A pivotal 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!

• Experience in Customer Support, Account Management, or client operations

• Strong knowledge of payroll processes and legal/regulatory constraints (around 2 years of experience)

• You are confident challenging processes and ensuring compliance

• Comfortable managing multiple stakeholders and high-expectation clients

• Strong ability to monitor and improve service performance

• Exceptional attention to detail and rigor

• Strong communication and pedagogical skills

• Analytical mindset and problem-solving abilities

• Ability to thrive in fast-paced environments

• HR call to discuss the role & your motivation (30 min)

• Interview with one Account Director where you will have to prepare a live case study (1 hour)

• Final interview with Lucas (COO) & Coralie (Head of Customer Experience) (45 min)