Customer Care Manager

1 month ago

London, United Kingdom Onepilot Full time

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
Tasks

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
Requirements
  • 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
Benefits
  • Start as soon as possible
  • Attractive package with equity
  • Possibility of very fast professional evolution
  • Flexible remote policy
  • Regular team events

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