Customer Care Manager - German Speaker MF

Onepilot simplifies customer care outsourcing empowering emerchants to manage their customer support efficiently across various channels. Our technologydriven 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

Tasks

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 bestinclass quality reporting all the data needed
• Optimize processes to improve efficiency
• Identify and capitalize on upselling or crossselling 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

Requirements

• Experience in customer support or operational roles
• Datadriven mindset with a passion for achieving goals and tackling new challenges
• Strong team player and confirmed problem solver
• Willingness to get handson when required
• Proficiency in German and English

Benefits

• Start as soon as possible
• Attractive package with equity
• Possibility of very fast professional evolution
• Flexible remote policy
• Regular team events