Account Manager – BPO, Customer Experience

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

📋 Description

• Taking on both operational and strategic responsibilities for collaboration with our clients and internal teams.

• Managing multiple client accounts simultaneously.

• Establishing and nurturing long-term, trusting relationships with clients.

• Overseeing the operational performance of our customer support programs.

• Ensuring and continuously improving KPIs and SLAs.

• Understanding the business objectives, brand values, and customer expectations of our clients.

• Identifying and implementing optimization potentials in processes and teams.

• Creating proactive reports and deriving strategic recommendations for action.

• Leading and developing the team leads within your area of responsibility.

• Supporting international, multilingual teams – from small specialist teams to programs with up to 80 employees.

• Collaborating closely with internal departments to ensure smooth operational implementation.

• Ensuring an excellent customer experience and consistent brand communication.

• Responsible for onboarding new clients based on established implementation and operational processes.

⛳️ Requirements

• Fluent in both German and English, spoken and written.

• Several years of experience in the BPO, contact center, or customer experience environment.

• Strong understanding of contact center KPIs, SLAs, and operational reporting.

• Experience in managing multiple client accounts.

• Experience in leading and developing teams.

• Ability to guide team leads and further develop operational processes.

• Excellent communication and stakeholder management skills.

• Structured and organized working style.

• Understanding of e-commerce and customer experience.

• Experience with CX platforms and ticket systems such as Zendesk, Gorgias, Freshdesk, or comparable solutions.

• Proficient in handling reports, workflows, and operational processes within support platforms.

• Ability to analyze data and derive concrete actions from it.

• Strong presentation and communication skills.

• Proactive, solution-oriented mindset.

🏝️ Benefits

• Significant scope for creativity and autonomy.

• Collaboration with international e-commerce brands.

• A supportive and collegial leadership team.

• Long-term development opportunities.

• The chance to actively shape processes, strategies, and client relationships.

• A company that truly embodies customer experience.