Account Manager for Support Your App | Remote SA

What if you had a chance to be a part of the world’s leading Hardware, Software, or SaaS solutions? Take your chance to become a mediator between our company, a group of our clients, and support teams.

Join our team as an Account Manager to provide high-level quality service for famous worldwide well-known companies. Get the most agile digitalized training and emerge into technical, and business knowledge of a product to provide a seamless experience for users all over the globe.

Excited? Let’s see what it takes 💛

What you will do:

• Take part in the new clients’ integrations;
• Simultaneously manage clients from a diverse list of industries;
• Maintain constant communication with support teams and clients;
• Make sure that support processes in teams are built according to the company’s and clients’ standards (KPIs/SLAs/QA);
• Assist clients with improving their customers’ support experience, incl. strategic planning and product development analysis;
• Maintain security standards within teams and also on the client’s side;
• Proactively mediate and resolve any clients’ and consultants’ concerns etc.;
• Monitor service quality via internal or external Quality Assurance platforms;
• Monitor team discipline and ensure corporate culture within the team;
• Generate and maintain internal product documentation, ensure that legal and financial agreements are upheld by clients;
• Assist with hiring ideal candidates for your clients, train Team Leads, and set training for consultants;
• Help talented people from your teams grow and develop professionally;
• Work with diverse cultures and countries, and meet wonderful people;
• Find a permanent place to grow professionally;
• Be a leader, not a manager.

What you need to succeed in this role:

• Fluent in English (C1-C2 levels);
• 1+ years of experience in a similar position or 2+ years experience in customer support;
• Critical thinker and problem-solver (worked with various professional business tools such as Keynote, PowerPoint, and Excel);
• Experienced with Intercom, Zendesk, Freshdesk, Hubspot, Aircall, or any other customer support platform and their analytics dashboards;
• Knowledgeable in Key Performance Indicators and SLAs in customer support or has familiarity with data analysis and statistics;
• Team player who worked on cross-departmental projects for further service delivery enhancements;
• Skilled in time management and has experience working with time management platforms (Wrike, Monday, Asana, Jira etc.);
• Having great interpersonal and communication skills (knowledge of Google Suite and/or Zoom functionality), excited about communicating with people;
• Excellent at organizing and multitasking, being able to work with several clients at the same time;
• Having a track record of taking responsibility;
• Love people and new technologies.

Benefits and Perks:

• Business hours;
• Opportunity to work fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Good bonuses for referring friends;
• Paid intensive training and probation;
• Work-life balance;
• Responsive management interested in your growth and long-lasting cooperation;
• Greenhouse conditions for self-development.

Who we are:

• SupportYourApp is a Support-as-a-Service company that provides secure technical, customer support, and CX services for tech companies around the globe.
• We work with clients from over 30 countries and speak over 60 languages.
• Since 2010, we’ve become an industry leader in premium outsourced customer support and turned global with 8 hubs around the world. 
• We treat our team like our clients, surrounding them with unlimited care, an individual approach, and a wholesome positive experience. 
• We welcome people with various backgrounds and experiences. Grab the chance to join us and send your CV in English, pointing out your outstanding skills!