Customer Care Manager

About the role

Onepilot is looking for a Customer Care Manager to lead a dedicated team of support agents and act as the primary liaison between our high‑growth brand clients and the service team. You will ensure operational excellence, drive process improvements, and deliver outstanding customer satisfaction across multiple channels.

Key responsibilities

• Lead and manage a pool of 10‑30 agents, handling hiring, onboarding, training and performance monitoring.
• Build and maintain long‑term relationships with a portfolio of clients, providing strategic guidance and regular business reviews.
• Design, implement and continuously optimise support processes to improve quality, productivity and CSAT.
• Identify upsell and cross‑sell opportunities and collaborate with the Account Director on new client onboarding.
• Oversee knowledge‑base creation and maintenance to ensure consistent service delivery.

Required profile

• Proven experience in customer support or operations management.
• Data‑driven mindset with a strong focus on achieving measurable goals.
• Team‑player attitude and ability to solve problems proactively.
• Willingness to get hands‑on when needed.
• Fluent in French and English; additional language is a plus.

Required skills

What we offer

• Pivotal role in a fast‑paced, venture‑backed startup.
• Competitive salary and hybrid remote policy.
• Bi‑annual HR reviews to support professional growth.
• MacBook, annual team off‑sites, all‑hands meetings and more.