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Customer Care Manager
3 months ago
Onepilot simplifies customer care outsourcing, empowering e-merchants to manage their customer support efficiently across various channels. Our technology-driven approach transforms agents into support heroes, ready to resolve diverse ticket types for our 200+ clients across Europe.
Company Stats:
- Offices in Paris, London and Hamburg
- 20% monthly growth
- Close to 10M tickets answered
- 20M€ raised
- Over 75 pilots
Agents Management:
- Strong collaboration skills with Onepilot agents (between 10 and 30 agents on average)
- Forecast recruitment needs and the staffing in order 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
- 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
- Proficiency in German and English
- Start as soon as possible
- Attractive package with equity
- Possibility of very fast professional evolution
- Flexible remote policy
- Regular team events
