Customer Care Manager (Dutch) - Belgium

Missions • As part of our growth, we are looking for our next Customer Care Manager to join our Customer Operations team. Based in Belgium, you will play a key role in managing and scaling customer support operations for some of our strategic clients. You will act as the main point of contact between our clients and our dedicated teams of customer support agents (freelancers), ensuring operational excellence, continuous improvement, and outstanding service quality. You will work closely with our Paris-based teams and will regularly travel to Paris to collaborate with our team. This role is ideal for someone who enjoys fast-paced environments, building processes from scratch, managing client relationships, and driving operational performance in a growing company. Your responsibility ### 1. Lead and scale customer support operations • Manage and develop dedicated teams of Onepilot customer support agents (freelancers) assigned to your client portfolio • Ensure operational excellence by monitoring key performance indicators (quality, productivity, customer satisfaction) • Anticipate staffing needs and coordinate recruitment, onboarding, and training of new agents • Build strong team engagement and ownership through clear objectives, coaching, and continuous feedback • Act as a hands-on operational leader when needed 2. Build strong client partnerships • Develop trusted relationships with your clients and become their operational partner • Understand their business challenges and help them scale their customer support operations • Lead regular performance reviews and steering committees • Provide clear reporting and actionable recommendations based on data and customer insights • Identify opportunities to improve customer experience and operational efficiency 3. Drive continuous improvement • Analyze operational performance and identify improvement opportunities • Design and optimize customer support processes, workflows, and best practices • Improve knowledge management by creating and maintaining training materials and knowledge bases • Collaborate with internal teams to continuously improve Onepilot’s methodologies and tools 4. Contribute to Onepilot’s growth • Support the onboarding of new clients in collaboration with Account Directors • Identify growth opportunities within your accounts • Contribute to building scalable processes in a fast-growing environment Conditions & Benefits • 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! Location & working conditions • Based in Belgium (Brussels area preferred, but open to other locations) • Regular trips to our Paris office expected to stay close to the team and clients • Hybrid working model (this is not a fully remote position) Preferred experience • 3+ years of experience in customer support, customer success, account management, or operations roles • Experience in a startup, scale-up, or fast-growing environment • Strong ownership mindset and ability to manage multiple priorities • Data-driven approach with a passion for performance and continuous improvement • Excellent communication and stakeholder management skills • Hands-on attitude: you like understanding problems and finding practical solutions • Fluent in Dutch and English (or Dutch native with strong professional English) • A Belgian Master’s degree is a strong plus, especially for regulatory requirements related to our clients • Experience in SaaS, customer operations, or outsourced customer support is a plus Recruitment 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.