Account Manager, Asian Market

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

📋 Description

• Participate in the integration of new clients while managing 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;

• Maintain up-to-date internal product and process documentation;

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

• Take on 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 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 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 skills 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 demeanor;

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

• Familiarity with task and time-management solutions (e.g., 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 workload and personal time, along with a robust internal health policy;

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

• An environment conducive to self-improvement;

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