Onepilot & Forbes 30 Under 30: Why the Future of Customer Care is a Technical Infrastructure Problem.
Last week, I was honoured to be included in the Forbes 30 Under 30 Europe 2026 list for Retail & E-commerce. While accolades are a rewarding moment of reflection, for me, this recognition is primarily a validation of the thesis we’ve been building at Onepilot since 2021: Customer support is no longer a people problem, it is an engineering challenge.
For me personally, this is a dream that has been nearly two decades in the making. I’ve wanted to be an entrepreneur since I was 12. While other kids were focused on school and sports, I was in my room in the French countryside, teaching myself to code, building software, and designing video games. From developing multiplayer games at 13 to building dozens of SaaS platforms to solve my own problems, my education happened in the terminal, not the classroom.
After years of deep work as a self-taught creator, seeing Onepilot reach this level of global recognition feels like a full-circle moment. It is proof that if you obsess over a problem long enough, you can eventually build the solution.
Elevating the Ancient Art of Service
Customer support is often dismissed as a back-office function, yet it is arguably the most ancient and crucial pillar of commerce. Since the first trade was ever made, the service following the sale has been the true deciding factor of brand loyalty. In an era of infinite choice, support is the only physical link left between a company and its customers. It is the frontier of brand identity. We believe that when service is executed with precision and elegance, it becomes almost sexy in its own right, not through marketing, but through the beauty of a frictionless resolution! (sexy, right?)
For decades, the legacy BPO industry operated on a flawed logic: if you have more customers, you simply hire more people. This created a linear relationship between growth and overhead, resulting in fragmented quality and black box operations. At Onepilot, we started with a different question: How do we turn the ancient art of service into a scalable science?
We didn’t set out to build another call center but to build a support engine. Today, Onepilot manages millions of monthly interactions for over 250 global brands, including Victoria’s Secret, Dash Water, Decathlon, and SNCF, by treating every ticket as a structured data point in a proprietary lifecycle. This is powered by a strict Human-AI Mix, where our dedicated AI Platform handles the complex, multi-turn workflows that typically cause traditional systems to fail. Whether a resolution requires coordinating between a warehouse, a carrier, and a customer, our platform navigates that logic without human friction.
This engine is supported by nine in-house software products that act as the digital backbone for our 2,000+ native agents. It allows our partners to scale their capacity up or down within 48 hours, providing a flexible utility for the modern retail era. But scaling with global players requires more than just speed, it requires an uncompromising stance on Security and Governance. We’ve built Onepilot to meet the most stringent institutional requirements, from full GDPR compliance and ISO 27001 to AI guardrails that prevent hallucinations and ensure brand-safe interactions. Unlike the black box models of the past, we provide full real-time auditability, giving enterprise leaders the transparency their governance structures demand.
Reaching \(35M ARR and securing \)20.5M in funding were never the ultimate goals, they are simply the metrics of our efficiency. As we expand deeper into Europe and beyond, and continue to refine our Generative AI orchestration, our focus remains unchanged: industrialising the boring parts of business. We want to ensure that high-growth companies can focus on their core mission without the fear of their own success becoming an operational bottleneck.
What's Next?
The Forbes recognition is a nod to the past five years of work at Onepilot, but for the 12-year-old kid who started this journey with a laptop and a dream, it’s a reminder that the roadmap for the next ten is where the real scale begins.
