Customer Care Manager - Dutch speaker
Onepilot makes outsourcing simple and flexible. We enable high-growth brands to scale their operations with high-quality, human-powered support - available instantly, 24/7, across all channels.
Founded in 2021, we’re a venture-backed startup with offices in London and Paris, and 250+ customers across Europe.
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 Dutch 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
- Lead and collaborate closely with a dedicated pool of Onepilot agents assigned to your client portfolio
- Forecast hiring needs and plan staffing to meet quality, productivity, and growth targets
- 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
1. Agent Management & Operations
- 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. Client Performance & Relationship Management
- 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
3. Process Optimization & Operational Excellence
- 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
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
Your profile
- 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 Dutch & English. A third language is a plus.
- This job is open for people based in France or elsewhere in Europe as long you can come to meet the team in Paris a couple days per month!
What we offer
- A pivote role in a fast-paced environement
- 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!