Account Manager – BPO, Customer Experience

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

📋 Description

• Oversee multiple client accounts concurrently

• Establish and nurture long-lasting, trust-based relationships with clients

• Enhance the operational effectiveness of our customer support initiatives

• Ensure the continuous advancement of KPIs and SLAs

• Comprehend clients' business goals, brand principles, and customer anticipations

• Recognize and implement opportunities for process and team enhancement

• Generate proactive reports and formulate strategic suggestions

• Guide and mentor the Team Leads within your jurisdiction

• Supervise international, multilingual teams—ranging from small specialized groups to programs with 80 staff members

• Collaborate closely with internal departments to guarantee seamless operational execution

• Provide an outstanding customer experience and ensure consistent brand messaging

• Manage the onboarding process for new clients, adhering to established implementation and operational protocols

⛳️ Requirements

• Proficient in both German and English, written and spoken

• Several years of experience within BPO, contact center, or customer experience sectors

• Deep knowledge of contact center KPIs, SLAs, and operational reporting

• Proven experience in managing multiple client accounts

• Experience in leading and developing teams

• Capability to coach Team Leads and enhance operational processes

• Exceptional communication and stakeholder management abilities

• Structured and organized approach to work

• Familiarity with e-commerce and customer experience principles

• Experience with CX platforms and ticketing systems such as Zendesk, Gorgias, Freshdesk, or similar alternatives

• Confident in managing reporting, workflows, and operational processes within support platforms

• Ability to analyze data and formulate actionable plans

• Outstanding presentation and communication skills

• Proactive and solution-oriented attitude

🏝️ Benefits

• Significant autonomy and ownership in your role

• Opportunity to work with international e-commerce brands

• A supportive and collaborative leadership team

• Long-term career growth opportunities

• The chance to actively influence processes, strategies, and client relationships

• A company that genuinely prioritizes customer experience