Customer Care Account Manager - German

Description

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. 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 ### 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!

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 German & English. A third language is a plus.

Recruitment process

👉 First call to discuss the role & your motivation (30 min) 👉 Case study in live with one Account Director (1 hour) 👉 Interview with Lucas our COO and one of Onepilot team member (30 min)

We’re committed to building a diverse and inclusive team. We encourage applications from individuals of all backgrounds, experiences, and identities.

Company

Outsourced customer care with 24/7 human support for e-merchants.