Head of Customer Experience

As part of our growth, we are looking for our next Head of Customer Experience to lead our Customer Experience organization and shape the future of customer support delivery at Onepilot.

Reporting directly to Lucas, COO, you will lead a team of Customer Experience Managers (4 people) and play a key role in ensuring operational excellence across our customer portfolio.

You will sit at the crossroads of Operations, Sales, Product and AI, ensuring every customer receives an outstanding experience from onboarding to long-term success.

Beyond day-to-day operations, you will continuously improve our processes, develop your team, and help scale our Customer Experience organization as Onepilot continues to grow.

Your missions :

1. Lead the Customer Experience organization

• Lead, coach and develop a team of Onboarding & Quality Managers.

• Set ambitious objectives and support your team in achieving operational excellence.

• Build a high-performance culture based on ownership, accountability and continuous improvement.

• Recruit, onboard and develop future team members as the organization scales.

• Drive regular performance reviews and career development conversations.

2. Deliver Operational Excellence

• Own the operational performance of our customer portfolio.

• Monitor key operational metrics including SLA, CSAT, Quality, Productivity and Resolution Time.

• Identify risks before they impact customers and implement corrective action plans.

• Continuously improve internal processes, playbooks and operational standards.

• Ensure a consistent and scalable delivery model across all customer accounts.

3. Build Outstanding Customer Relationships

• Act as an executive sponsor for strategic customers.

• Support your team during business reviews and sensitive customer situations.

• Ensure smooth customer onboarding and successful launches.

• Develop long-term partnerships built on trust and operational excellence.

• Represent the voice of the customer internally.

4. Drive Cross-functional Collaboration

• Partner closely with Sales to ensure seamless customer handovers.

• Collaborate with Product and AI teams to translate customer feedback into product improvements.

• Work alongside the Ops Team to continuously improve delivery performance.

• Contribute to strategic decisions regarding Onepilot’s Customer Experience organization.

5. Scale the Customer Experience Function

• Define and implement scalable processes that support our rapid growth.

• Identify opportunities to automate and optimize customer operations.

• Build reporting frameworks and dashboards to measure success.

• Continuously raise the quality bar across every customer interaction.

• Contribute to the evolution of Onepilot’s Customer Experience strategy.

Requirements

• 7+ years of experience in Customer Care, Customer Operations or Customer Experience.

• Significant experience managing customer support operations at scale.

• Proven experience leading and developing high-performing teams.

• Strong project management and organizational skills.

• Excellent analytical mindset with a data-driven approach to decision-making.

• Comfortable working in a fast-paced startup or scale-up environment.

• Strong stakeholder management and communication skills.

• Hands-on leader who enjoys solving operational challenges.

• Fluent in French and English.

• A third language is a plus.

Nice to have

• Experience in BPO, outsourcing or customer support services.

• Experience working with AI-powered customer support tools.

• Experience managing Enterprise customers.

What we offer

• A key leadership role with a direct impact on Onepilot’s growth.

• Competitive salary.

• Flexible hybrid remote policy.

• HR Reviews twice a year to support your professional development.

• MacBook, annual offsites, team events and much more.