Onboarding Manager, Onepilot
£38-50k
2-5 days a week in office
Customer support outsourcing
Open for applications
Customer support outsourcing
201-500 employees
Open for applications
£38-50k
2-5 days a week in office
201-500 employees
Company mission
Outsourced customer care, done right.
Role
Who you are
- You hold a higher education degree (minimum Bachelor’s level) and have a successful experience in the customer service industry
- Good knowledge of ticketing/phoning tools & back office is a plus
- Fluent in English, French and German
- Your interpersonal skills, sense of pedagogy, and thoroughness, combined with your adaptability, are key assets for succeeding in this role
- Proficiency in computer tools is essential
What the job involves
- Reporting to Coralie, Head of Quality at Onepilot
- Understand the needs and challenges of clients during the onboarding process by aligning with the sales team
- Onboard the client on Onepilot by building the knowledge base and training materials, completing tickets (mails/calls) to ensure everything is set up properly, integrating clients tools and setting up KPIs
- You will be responsible for the launch of operations, this include training the first pool of agents and leading transition to the Account Manager once the onboarding is finished
- Set up regular check-ins with your clients to guide them through the implementation
- Adapt your communication based on each client’s level of digital maturity and specific needs
- Advise clients on best practices related to Onepilot and customer support ecosystem
- Promote our values in all client interactions
- Actively contribute to the Onepilot knowledge base completion, improving existing processes, and enhancing our product alongside all teams (Tech, Product, Ops, Sales team etc)
- Your Key Results will be: customer onboarding score, onboarding average duration, customer retention 30 days post launch and agent quality
Application process
- 👉 First call to discuss the role & your motivation
- 👉 Case study (take approximately 1h to prepare)
- 👉 Interview with Coralie, our Head of Quality
- 👉 Final interview with one of Onepilot team member
Our take
The astronomical rise of online shopping over the past decade has revolutionised consumer expectations when it comes to customer service. Consumers now expect a fast, human response to customer support at all times, 24/7.
Fulfilling this demand for 24/7 customer service is Onepilot's business. Its technology, a platform that connects businesses' customers to "support heroes", enables businesses to outsource customer care. According to Onepilot, its technology allows agents to handle even the most complex of issues in a matter of minutes, increasing a company’s sales by up to 20%, and halving their average response time.
With the acquisition of French AI agent assistant startup Hubware to help its agents with faster ticket resolution, Onepilot is looking to expand further afield fuelled by healthy investments.
Steph
Company Specialist at Welcome to the Jungle
Insights
17% employee growth in 12 months
Company
Funding (2 rounds)
Jun 2022
$17.6m
SERIES A
Apr 2021
$3m
SEED
Total funding: $20.5m
Company values
- Lead by example: We have a preference for action. We do not ask other people to do things we're not willing to do
- Keep pushing to achieve results: We have great ambitions and deliver measurable results. We strive to get better, and to make a difference as a team
- Care, act fairly: We care for our team and our clients. We consider each opinion without bias or ego
- Be passionate, have fun: We love what we do. Our team, our mission and our product motivate us to improve every day
- Take ownership: We are curious. We take initiative and hold ourselves accountable for what we do
Company HQ
London, UK
Additional info
- Offices in London and Paris
Leadership
Adrien Hugon
(Co-Founder & CEO)Previously a private equity analyst, they are also the founder of Cowash, an on-demand laundry delivery marketplace.
Robin Monnier
(Co-Founder & CIO)Previously Chief Technology and Marketing Officer at Cowash, they also have experience in tech and marketing consultancy.
Lucas Bornert
(Co-Founder & COO)Previously a General Manager at VOI Technology, they are also a co-founder and the ex-CEO of Influenced, and the founder of WeCharge Tech.
Pierre Latscha
(Co-Founder & CCO)They have an extensive background in strategic consultancy, and have also worked as a Private Equity Analyst and Investment Manager for the likes of BlackFin and Starquest Capital.
Kenza El Ghadouini
(Co-Founder & CHRO)Previous COO at Cowash, they are the co-founder and CHRO at Onepilot. They are in charge of all things people and culture.
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