Customer Care Account Manager - US market

Onepilot makes outsourcing simple and flexible. We enable high-growth brands to scale their operations with high-quality, human-powered support - available instantly, 24/7, across all channels.Founded in 2021, we’re a venture-backed startup with offices in London and Paris, and 250+ customers across Europe. As we continue scaling up in the US, we’re looking for a sharp, driven talent to fuel our growth.This is an exciting opportunity to lead Onepilot’s first recruitment for the US market. You will have significant autonomy to build, train, and support Onepilot's agents in this timezone, becoming a key reference for our US clients.What you'll do:Agents ManagementCollaborate closely with a team of 10–30 Onepilot agents, fostering a strong, motivated, and high-performing team culture.Forecast recruitment and staffing needs to ensure operational quality and productivity aligned with growth targets.Train and onboard new Onepilot agents, providing guidance and mentorship to ensure success in the US market.Structure, organize, and retain the agent team, serving as a trusted point of reference.Client PerformanceBuild and maintain strong relationships with your portfolio of US clients, acting as their primary Onepilot contact.Deliver best-in-class reporting, providing all necessary data to support client success.Optimize processes to improve efficiency and service quality.Identify and leverage opportunities for upselling or cross-selling.Oversee knowledge management, including training modules, knowledge base, and client reporting (regular steering committees, day-to-day data management).Challenge and refine internal processes to ensure excellence.Support the onboarding of new clients in collaboration with your Account Director.What Makes This Role Unique:Be the first point of contact and operational lead for the US market, shaping how Onepilot operates in this timezone.High autonomy to structure processes, train agents, and become a true Onepilot reference for US clients.Opportunity to influence growth and operational excellence from the ground up.Who you are:Experience in customer support or operational rolesData-driven mindset with a passion for achieving goals and tackling new challengesStrong team player and confirmed problem solverWillingness to get hands-on when requiredFluent in English + other language is a plusYou’ll be the first person hired for the US market, we are happy to grow in this new market 🚀 To make it work, your location should be close to the US timezone 🕗What we offer:Start as soon as possibleAttractive package with equityPossibility of very fast professional evolutionFlexible remote policyRegular team events (all-hands, offsite…)Hiring process:👉 First call to discuss the role & your motivation👉 Case study (take approximately 1h to prepare)👉 Interview with Lucas our COO👉 Final interview with one of Onepilot team memberWe’re committed to building a diverse and inclusive team. We encourage applications from individuals of all backgrounds, experiences, and identities.