Senior Customer Care Director - French and English speaker

As part of our growth, we are looking for our next Senior Customer Care Director to lead and grow a portfolio of strategic Onepilot clients.

Reporting directly to Lucas, COO, you will oversee a team of Account Managers and ensure operational excellence across your portfolio. As the senior point of contact for our customers, you will combine strategic account management and operational leadership to deliver outstanding customer support experiences.

Your mission is to scale customer support operations, strengthen long-term client partnerships, and drive sustainable growth while ensuring best-in-class operational performance.

1. Strategic Account Leadership

• Own a portfolio of high-value clients and act as their trusted strategic partner

• Build long-term executive relationships with key stakeholders

• Lead Quarterly Business Reviews and executive steering committees

• Ensure client satisfaction, retention, and long-term account growth

• Anticipate customer needs and proactively identify opportunities to create additional value

2. Operational Excellence

• Own and monitor operational performance across your portfolio (SLAs, KPIs, quality, productivity, CSAT)

• Ensure consistent service delivery while maintaining high operational standards

• Analyze performance data to identify trends, risks, and improvement opportunities

• Drive continuous optimization of processes and delivery methodologies

• Partner with Operations, Product, and Support teams to continuously improve customer experience

3. Team Leadership & Development

• Lead, mentor, and develop a team of Account Managers

• Support them in scaling their client portfolios and operational performance

• Foster a culture of ownership, accountability, and continuous improvement

• Coach team members through regular feedback and performance reviews

• Share best practices and contribute to the development of the Operations organization

4. Business Growth

• Identify upsell and expansion opportunities across your portfolio

• Collaborate closely with Sales and Operations to maximize account growth

• Support strategic client onboarding and major account transitions

• Contribute to the evolution of Onepilot's customer support offering through client feedback and market insights