Customer Care Manager
2 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
Onepilot makes Customer Care Outsourcing simple and flexible.
E-merchants use Onepilot in the most flexible way to handle all or part of their customer support.
Powered with Onepilot tech, our agents turn into support heroes and efficiently solve all kinds of tickets for our clients, across all channels: chat, mail, phone or social networks.
Multi-channel. Offices in Paris and London. 100+ clients. Launched in 2021.
To continue this growth in France and Europe, the company is looking to triple its workforce in the coming months. Numerous opportunities open up every week and the prospects for development are significant
The missions within Onepilot are numerous: from account management to sales and product, you will evolve in a stimulating environment.
In figures Onepilot is :
20% monthly growth 300,000 tickets already answered 15m raised +50 employees within the team Offices in Paris and London
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