Account Manager, Fluent English

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

📋 Description

• Participate in the integration of new clients while managing multiple accounts simultaneously;

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

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

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

• Analyze key performance metrics, generate reports, and highlight areas for enhancement;

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

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

• Maintain comprehensive internal documentation of products and processes;

• 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 as an Account Manager, Operations Manager, Customer Success Manager, or Team Lead in customer support, BPO, SaaS, or a related field;

• Demonstrated experience managing 10 or more direct reports, such as Customer Support Consultants, Specialists, and Agents;

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

• Strong analytical and problem-solving skills with a strategic perspective on account growth;

• Ability to negotiate effectively while confidently advocating for the company’s interests, all while maintaining a customer-centric approach;

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

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

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

🏝️ Benefits

• Services provided during business hours;

• Opportunity to work fully remotely;

• An inclusive international work environment;

• Compensation offered in USD;

• Rewards program for referring friends;

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

• Responsive leadership focused on your growth and fostering long-term collaboration;

• Supportive conditions for self-development;

• A culture rooted in trust, with no time-tracking requirements.