MCEWEN SOFTWARE LIMITED

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• Onepilot

  

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  As part of our growth, we are looking for our next Customer Care Account Manager in Customer Support. You will be responsible for managing a portfolio of clients by leading a dedicated team of customer support agents. You will act as the key link between your clients and your agent team, ensuring operational excellence, continuous process optimization, and high-quality service delivery. Your mission is to scale and improve customer support operations while driving performance, efficiency, and customer satisfaction. Your responsibility 1. Agent Team Management & Operations • Lead and collaborate closely with a dedicated pool of Onepilot agents assigned to your client portfolio, • Forecast hiring needs and plan staffing to meet quality, productivity, and growth targets, • Recruit, onboard, and train new agents to ensure consistent service excellence, • Structure, organize, and retain a high-performing team of agents, • Foster engagement and ownership within your team 1. Client Performance & Relationship Management • Build strong, long-term relationships with your portfolio of clients, • Act as a strategic partner to help clients scale their customer support operations, • Deliver best-in-class reporting, providing clear and actionable performance insights, • Lead regular business reviews and steering committees 1. Process Optimization & Operational Excellence • Design, implement, and continuously optimize support processes across your client portfolio, • Ensure consistency and efficiency by leveraging the same group of agents across multiple clients when relevant, • Identify improvement opportunities and drive operational performance (quality, productivity, CSAT), • Challenge and refine internal workflows and methodologies 1. Growth & Knowledge Management • Identify and drive upsell and cross-sell opportunities within your accounts, • Oversee knowledge management: creation and maintenance of training materials and knowledge bases, • Ensure smooth onboarding of new clients in collaboration with your Account Director Your profile • 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 in French & English. A third language is a plus. What we offer • A pivote role in a fast-paced environment, • Competitive salary, • 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! Hiring process • First call to discuss the role & your motivation (30 min), • Case study in live with one Account Director (1 hour), • Interview with Lucas our COO and one of Onepilot team member (30 min) We’re committed to building a diverse and inclusive team. We encourage applications from individuals of all backgrounds, experiences, and identities.

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