Customer Care Account Manager - German

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. 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 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. 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. 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. 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

  5. Conditions & Benefits

  6. A pivote role in a fast-paced environment

  7. Competitive salary

  8. Flexible remote policy (hybrid, not fully remote)

  9. HR review twice a year to support your professional growth

  10. MacBook, annual team offsites, all-hands and more!

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 German & English. A third language is a plus.