Customer Care Account Manager

About the role

Onepilot is looking for a Customer Care Account 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 high‑quality, 24/7 customer support across multiple channels.

Key responsibilities

• Lead and manage a pool of 10‑30 agents, forecasting hiring needs, recruiting, onboarding and training new talent.
• Build and maintain long‑term relationships with a portfolio of clients, providing strategic guidance and regular performance reviews.
• Design, implement and continuously optimise support processes, leveraging shared agents across clients where appropriate.
• Identify upsell and cross‑sell opportunities, oversee knowledge‑base creation and ensure smooth onboarding of new accounts.

Required profile

• Proven experience in customer support or operational roles.
• Data‑driven mindset with a passion for achieving targets.
• Strong team player and problem‑solver, willing to get hands‑on when needed.
• Fluent in French and English; a third language is a plus.

Required skills

What we offer

• Pivotal role in a fast‑paced, venture‑backed startup.
• Competitive salary and hybrid work policy.
• Bi‑annual HR review, MacBook, annual team off‑sites and all‑hands meetings.