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

1. Agent Management & Operations

• 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

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. 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

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
• 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!

Application process

• HR call to discuss the role & your motivation (30 min)
• Interview with one Account Director where you will have to prepare a live case study (1 hour)
• Final interview with Lucas (COO) & Coralie (Head of Customer Experience) (45 min)