Customer Care Director

# Customer Care Director Onepilot is hiring! Job Description As part of our growth , we are looking for our next Senior Customer Care 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 Preferred Experience 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 we offer A pivote role in a fast-paced environment Competitive salary and equity package (BSPCE) 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! 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 memberJoin Onepilot and be part of an innovative team dedicated to build the next-gen customer care outsourcing solution.Onepilot is an equal opportunity employer and values diversity in the workplace. Additional Information Contract Type: Full-Time Location: Paris, London, Hambourg, Berlin Occasional remote authorized