Account Manager, Asian Market

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

📋 Description

• Engage in the integration of new clients and manage multiple accounts concurrently;

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

• Ensure that support processes adhere to established KPIs, SLAs, and quality assurance standards;

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

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

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

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

• Keep internal product and process documentation updated;

• 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)

• A minimum of 2 years’ experience as an Account Manager, Operations Manager, Customer Success Manager, or Team Lead in customer support, BPO, SaaS, or a related field

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

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

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

• Capability to negotiate effectively and confidently advocate for the company's interests while maintaining a professional and customer-centric approach

• Familiarity with CRM and support platforms such as Zendesk, Intercom, Freshdesk, HubSpot, Aircall, or similar

• Knowledge of task and time-management tools (Jira, Asana, Monday, etc.)

• A passion for people, technology, and ongoing improvement.

🏝️ Benefits

• Services provided during business hours

• Opportunity to work fully remotely

• Inclusive international work environment

• Compensation in USD

• Incentives for referring friends

• Balance between project demands and personal time, along with an internal health policy

• Supportive leadership committed to your development and long-term collaboration

• Conditions conducive to self-growth

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