As part of our growth, we are looking for our next Senior Customer Care Director in Customer Support.

Reporting to Lucas, our COO, your main responsibilities will include:

• Own and monitor operational KPIs and SLAs for a portfolio of high-value clients

• Lead, mentor, and develop a team of Account Managers to ensure top-tier client service

• Act as the main point of contact for key stakeholders, fostering strong client relationships

• Identify and implement upsell opportunities in collaboration with the Sales and Ops teams

• Analyze data to improve customer experience, retention, and performance

• Drive cross-functional collaboration between Ops, Product, and Support teams

• Ensure continuous improvement of client delivery processes

• 5 to 7 years of experience in Operations and Customer Support roles

• Proven track record of managing client relationships and operational performance

• Experience in leading and developing high-performing teams

• Strong analytical and communication skills

• Strategic thinker with a hands-on approach

• Fluent in English and French. A third language is a plus.

What we offer

• A pivote role in a fast-paced environment

• Competitive salary and equity package (BSPCE)

• 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!

👉 First call to discuss the role & your motivation

👉 Case study (take approximately 2h to prepare)

👉 Interview with Lucas, our COO

👉 Final interview with Coralie, our Head of Quality and one other 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.