Client Growth & Retention Operations Manager
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 collaborating with a team of customer support agents (freelancers). You will act as the key link between your clients and freelance agents, ensuring operational excellence, continuous process optimization, and high-quality communication. Your mission is to scale and improve customer support operations while driving performance, efficiency, and customer satisfaction.
Your responsibility
1. 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
2. Operations & Agent Team Collaboration
Collaborate closely with a pool of 10 to 30 Onepilot agents (freelancers) working on your client portfolio
Forecast needs and plan new freelancer contracts to meet quality, productivity, and growth targets
Help, onboard, and assist new agents to ensure consistent service excellence
Structure, organize, and retain a high-performing team of agents
Foster engagement and ownership within your team
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!