Take part in new client integrations and manage one or several accounts simultaneously;
Act as the main point of contact between clients and internal support teams;
Ensure support processes meet agreed KPIs, SLAs, QA standard;
Monitor service quality, team discipline, and performance via internal and external QA tools;
Analyze key metrics, prepare reports, and identify areas for improvement;
Gather client feedback and translate it into actionable improvements for internal teams;
Work closely with internal teams to ensure seamless service delivery;
Maintain internal product and process documentation;
Support hiring, onboarding, and professional growth of team members;
Take a leadership role within projects and contribute to long-term client success.

Fluency in English (C1–C2)
2+ years of experience as an Account Manager, Operations Manager, Customer Success Manager, or Team Lead in customer support, BPO, SaaS, or a related industry
Proven experience managing 10+ direct reports, including Customer Support Consultants, Specialists, and Agents.
Excellent communication, presentation, negotiation, and conflict-resolution skills
Strong analytical and problem-solving mindset with a strategic approach to account growth
Ability to negotiate effectively and confidently defend the company’s interests while maintaining a professional and customer-focused approach
Experience with CRM and support platforms such as Zendesk, Intercom, Freshdesk, HubSpot, Aircall, or similar
Familiarity with task and time-management tools (Jira, Asana, Monday, etc.)
Passion for people, technology, and continuous improvement.

Providing services during business hours
Opportunity to cooperate fully remotely
Inclusive international environment
Compensation in USD
Rewards for referring friends
Balance between project workload and personal time, but also – internal health policy
Responsive leadership interested in your growth and long-lasting cooperation
Greenhouse conditions for self-development
A culture built on trust, with no time-tracking requirements

Account Manager, Fluent English

Key skills