Account Manager
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Own your client portfolio and the operations behind it.
Agent Team Management & Operations
- Lead and collaborate closely with a dedicated pool of 10 to 30 Onepilot agents (freelancers) assigned to your client portfolio
- Forecast hiring needs and plan staffing to meet quality, productivity, and growth targets
- Recruit, onboard, and train new agents to ensure consistent service excellence
- Structure, organize, and retain a high-performing team of agents
- Foster engagement and ownership within your team
- Client Performance & Relationship Management
- Build strong, long-term relationships with your portfolio of clients
- Act as a strategic partner to help clients scale their customer support operations
- Deliver best-in-class reporting, providing clear and actionable performance insights
- Lead regular business reviews and steering committees
- Process Optimization & Operational Excellence
- Design, implement, and continuously optimize support processes across your client portfolio
- Ensure consistency and efficiency by leveraging the same group of agents across multiple clients when relevant
- Identify improvement opportunities and drive operational performance (quality, productivity, CSAT)
- Challenge and refine internal workflows and methodologies
- Growth & Knowledge Management
- Identify and drive upsell and cross-sell opportunities within your accounts
- Oversee knowledge management: creation and maintenance of training materials and knowledge bases
- Ensure smooth onboarding of new clients in collaboration with your Account Director
Conditions & Benefits
- A pivote 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
Profil Recherché
- Experience in customer support or operational roles
- Data-driven mindset with a passion for achieving goals and tackling new challenges
- Strong team player and confirmed problem solver
- Willingness to get hands-on when required
- Fluent in German & English. French is a big plus.
Présentation De La Structure
For one of our clients, a fast-growing French tech company reinventing outsourced Customer Care, we’re looking for a German-speaking Customer Care Account Manage-
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