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 (freelancers). 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 (freelancers) 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. Client Performance & Relationship Management
- Build strong, long-term relationships with your portfolio of clients
- Act as a strategic partner to help clients scale your customer support operations
- Deliver best-in-class reporting, providing clear and actionable performance insights
- Lead regular business reviews and steering committees
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!

Experience in customer support or operational rolesData-driven mindset with a passion for achieving goals and tackling new challengesStrong team player and confirmed problem solverWillingness to get hands-on when requiredFluent in German & English. A third language is a plus.

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