Customer Care Account Manager
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Missions
As part of our growth, we are looking for our next Customer Care Account Manager in Customer Support. You will be responsible for managing a portfolio of clients by leading a dedicated team of customer support agents (freelancers). You will act as the key link between your clients and your agent team, ensuring operational excellence, continuous process optimization, and high-quality service delivery. Your mission is to scale and improve customer support operations while driving performance, efficiency, and customer satisfaction.
Your responsibility
1. 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
2. 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
3. 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
4. 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
Preferred experience
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 Dutch & French. A third language is a plus.
Recruitment process
👉 First call to discuss the role & your motivation (30 min)
👉 Case study in live with one Account Director (1 hour)
👉 Interview with Lucas our COO and one of Onepilot team member (30 min)
We’re committed to building a diverse and inclusive team. We encourage applications from individuals of all backgrounds, experiences, and identities.
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