Customer Care Account Manager

Responsibilities

• Agents Management

  • Strong collaboration skills with Onepilot agents (between 10 and 30 agents on average)
  • Forecast recruitment needs and staffing to deliver ops quality and productivity aligned with growth targets
  • Training of new Onepilot agents
  • Structure, organize and retain the agents team

• Client Performance

  • Build and maintain strong relationships with your portfolio of clients
  • Deliver best‑in‑class quality reporting all the data needed
  • Optimize processes to improve efficiency
  • Identify and capitalize on upselling or cross‑selling opportunities
  • Oversee knowledge management (training modules, knowledge base) as well as customer reporting (regular steering committees, day‑to‑day data management)
  • Challenge and refine internal processes
  • Onboarding of new clients with the support of your Account Director

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!