Customer Care Account Manager, Onepilot
English Speaker
£38-45k
Plus equity
2-5 days a week in office
Customer support outsourcing
Be an early applicant
Customer support outsourcing
201-500 employees
Be an early applicant
£38-45k
Plus equity
2-5 days a week in office
201-500 employees
Company mission
Outsourced customer care, done right.
Role
Who you are
- 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 English required (Written & spoken) and a second language is a plus
What the job involves
- 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
- Build and maintain strong relationships with your portfolio of clients
- Deliver best-in-class quality reporting all the data needed
- Optimize processes to improve efficiency
- Identify and capitalize on upselling or cross-selling 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
- Start as soon as possible
Application process
- Introductory call with a People & Culture team member to present the role and answer your questions
- Second interview with Callum, Senior Account Director. You will have to prepare a business case for this interview
- Final interview with Lucas our COO and one other team member
Salary benchmarks
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
$17.8m
SERIES A
Apr 2021
$3m
SEED
Total funding: $20.8m
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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