Account Manager, Asian Market

This is a fully remote position, open to applicants in Indonesia.

📋 Description

• Participate in the integration of new clients and oversee one or multiple accounts concurrently;

• Serve as the primary liaison between clients and internal support teams;

• Ensure that support processes align with established KPIs, SLAs, and quality assurance standards;

• Assess service quality, team discipline, and performance using both internal and external quality assurance tools;

• Evaluate key metrics, generate reports, and pinpoint areas needing enhancement;

• Collect client feedback and convert it into actionable recommendations for internal teams;

• Collaborate closely with internal teams to guarantee seamless service delivery;

• Maintain documentation of internal products and processes;

• Assist in the hiring, onboarding, and professional development of team members;

• Assume a leadership role in projects and contribute to the long-term success of clients.

⛳️ Requirements

• Proficiency in English (C1–C2 level)

• Over 2 years of experience in roles such as Account Manager, Operations Manager, Customer Success Manager, or Team Lead in customer support, BPO, SaaS, or a similar field

• Demonstrated experience in managing 10 or more direct reports, including Customer Support Consultants, Specialists, and Agents.

• Exceptional communication, presentation, negotiation, and conflict-resolution abilities

• Strong analytical and problem-solving capabilities with a strategic focus on account growth

• Competence in effective negotiation and confidently advocating for the company’s interests while upholding a professional and customer-centric approach

• Experience with CRM and support platforms such as Zendesk, Intercom, Freshdesk, HubSpot, Aircall, or comparable tools

• Familiarity with task and time-management tools like Jira, Asana, Monday, etc.

• A genuine passion for people, technology, and continuous improvement.

🏝️ Benefits

• Services provided during business hours

• Full remote work opportunity

• Inclusive international environment

• Compensation offered in USD

• Incentives for referring friends

• A balance between project workload and personal time, along with an internal health policy

• Engaged leadership focused on your development and long-term collaboration

• Supportive conditions for self-improvement

• A culture founded on trust, with no time-tracking requirements