Senior Account Director, Onepilot
2-5 days a week in office
Customer support outsourcing
Job no longer available
Customer support outsourcing
101-200 employees
Job no longer available
2-5 days a week in office
101-200 employees
Company mission
Outsourced customer care, done right.
Role
Who you are
- 5 to 7 years of experience in Operations and Customer Support roles
- Proven track record of managing client relationships and operational performance
- Experience in leading and developing high-performing teams
- Strong analytical and communication skills
- Strategic thinker with a hands-on approach
- Fluent in English and French. A third language is a plus
What the job involves
- As part of our growth, we are looking for our next Senior Account Director in Customer Support
- Reporting to Lucas, our COO, your main responsibilities will include:
- Own and monitor operational KPIs and SLAs for a portfolio of high-value clients
- Lead, mentor, and develop a team of Account Managers to ensure top-tier client service
- Act as the main point of contact for key stakeholders, fostering strong client relationships
- Identify and implement upsell opportunities in collaboration with the Sales and Ops teams
- Analyze data to improve customer experience, retention, and performance
- Drive cross-functional collaboration between Ops, Product, and Support teams
- Ensure continuous improvement of client delivery processes
Application process
- First call to discuss the role & your motivation
- 👉 Case study (take approximately 2h to prepare)
- 👉 Interview with Lucas, our COO
- 👉 Final interview with Coralie, our Head of Quality and one other 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 its healthy 2022 investment.
Steph
Company Specialist at Welcome to the Jungle
Insights
17% employee growth in 12 months
Company
Funding (2 rounds)
Jun 2022
$17.3m
SERIES A
Apr 2021
$2.9m
SEED
Total funding: $20.2m
Company values
- We lead by example - We have a preference for action. We do not ask other people to do things we're not willing to do
- We 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
(CEO)Previously a private equity analyst, they are also the founder of Cowash, an on-demand laundry delivery marketplace.
Robin Monnier
(CPO)Previously Chief Technology and Marketing Officer at Cowash, they also have experience in tech and marketing consultancy.
Lucas Bornert
(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
(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
(CHRO)Previous COO at Cowash, they are the co-founder and CHRO at Onepilot. They are in charge of all things people and culture.
Salary benchmarks
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