Account Manager, BPO, Customer Experience, German & English speaking

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

📋 Description

• Oversee multiple client accounts concurrently

• Cultivate trusted, long-lasting relationships with clients

• Direct operational performance across customer support programs

• Ensure that KPIs and SLAs are consistently met and surpassed

• Comprehend each client’s business objectives, brand vision, and customer expectations

• Propel continuous improvement initiatives throughout teams and processes

• Provide proactive reporting, operational insights, and strategic recommendations

• Mentor and develop Team Leads who report directly to you

• Manage a variety of global multi-lingual operations, from small specialized teams to larger programs with up to 80 agents

• Collaborate closely with internal departments to ensure operational alignment and excellence in delivery

• Uphold high standards of customer experience, brand voice, and service quality

• Lead the onboarding process for new client accounts, following established operational procedures and implementation frameworks

⛳️ Requirements

• Proficient in English and German, both spoken and written

• Demonstrated experience in a BPO, contact center, or outsourced CX environment

• Strong grasp of contact center KPIs, SLAs, and operational reporting

• Experience in managing multiple client relationships

• Proven team management and leadership experience

• Capability to lead through Team Leads and assist in operational development

• Understanding of e-commerce and customer experience

• Familiarity with CX platforms and contact center software like Zendesk, Gorgias, Freshdesk, or equivalent

• Confidence in configuring reporting, workflows, and operational processes within support platforms

• Ability to analyze data and transform insights into actionable steps

• Highly proactive with a solutions-oriented approach

🏝️ Benefits

• Authentic influence and ownership

• Exposure to global e-commerce brands

• A collaborative and supportive leadership atmosphere

• Opportunities for long-term career advancement

• The chance to shape processes, strategies, and client success

• A company that truly values excellence in customer experience

• Flexible remote working options