SupportYourApp is hiring a
Account Manager

Summary

The job is for an Account Manager at SupportYourApp, a global Support-as-a-Service company. The role involves providing high-level quality service to famous worldwide companies, managing clients from diverse industries, and participating in new client integrations. The ideal candidate should have fluency in English (C1-C2 levels), 1+ years of experience in a similar position or 2+ years experience in customer support, critical thinking and problem-solving skills, experience with various professional business tools, knowledge of Intercom, Zendesk, Freshdesk, Hubspot, Aircall, or any other customer support platform and their analytics dashboards, team player skills, time management skills, excellent interpersonal and communication skills, ability to multitask, track record of taking responsibility, love for people and new technologies.

Requirements

• 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)
• Excellent at organizing and multitasking, being able to work with several clients at the same time
• Having a track record of taking responsibility

Responsibilities

• Provide high-level quality service for famous worldwide companies
• Participate in the new clients' integrations
• Simultaneously manage clients from a diverse list of industries
• Maintain constant communication with support teams and clients
• Ensure 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

Preferred Qualifications

Love people and new technologies

Benefits

• Competitive monthly rate in USD
• Business hours
• Opportunity to work remotely
• Financial and professional growth
• Paid intensive training and trial period
• Great management with no bureaucracy
• SupportYourApp Medical Policy