Manage multiple client accounts simultaneously
Build and maintain long-term, trust-based client relationships
Drive the operational performance of our customer support programs
Ensure and continuously improve KPIs and SLAs
Understand clients' business objectives, brand values and customer expectations
Identify and implement process and team optimization opportunities
Produce proactive reports and derive strategic recommendations
Lead and develop the Team Leads within your area of responsibility
Oversee international, multilingual teams—from small specialist teams up to programs with 80 employees
Work closely with internal departments to ensure smooth operational execution
Ensure an excellent customer experience and consistent brand communication
Own the onboarding of new clients using established implementation and operational processes

Fluent German and English, both written and spoken
Several years of experience in BPO, contact center, or customer experience environments
Strong understanding of contact center KPIs, SLAs, and operational reporting
Experience managing multiple client accounts
Experience leading and developing teams
Ability to coach Team Leads and improve operational processes
Excellent communication and stakeholder management skills
Structured and organized way of working
Understanding of e-commerce and customer experience
Experience with CX platforms and ticketing systems such as Zendesk, Gorgias, Freshdesk, or comparable solutions
Confident handling of reporting, workflows, and operational processes within support platforms
Ability to analyze data and derive concrete action plans
Excellent presentation and communication skills
Proactive, solution-oriented mindset

Account Manager – BPO, Customer Experience

Key skills