Bpo Account Management Specialist

Summary

Join PartnerHero as a full-time, remote Account Manager based in Romania, starting April 7, 2025. You will provide exceptional customer service to a major fintech partner, managing their expense management system for B2B clients. Responsibilities include communicating with clients, building relationships, collaborating with internal teams, resolving complaints, analyzing data, and providing technical support. The ideal candidate possesses strong customer service skills, problem-solving abilities, and experience in a contact center environment. PartnerHero offers a competitive salary, attractive benefits, training opportunities, and a supportive work culture.

Requirements

• Passionately care about SaaS product support and the role it plays in making a customer-centric team successful
• Awareness to prioritize customer-impacting issues and know when something requires key stakeholder visibility
• Skilled at explaining factors associated with rules and procedures for electronic funds transfers (EFTs), and providing guidelines for users of electronic debit cards
• Confident and collaborative communicator with contact center and telephony support experience
• Heavy reliability in people skills and proficiency in problem-solving
• Ability to maintain composure and focus under pressure
• Strong understanding of service level expectations without compromising the customer experience
• Excellent multi-tasking and time management skills
• Infectious ambition, positivity, engagement, and the desire to provide support to software users within the financial space and industry
• If telecommuting, the workspace must meet work-from-home requirements and be a designated, private, and PCI-compliant workspace. High-speed/broadband internet access is required

Responsibilities

• Communicate with clients to ensure that all of their needs are understood and addressed
• Build strong client relationships to maintain old business and acquire new customers
• Collaborate with various internal departments to ensure that they fulfill all customer requests
• Resolve complaints and keep track of all processes that pertain to the client’s desires
• Act as the client’s representative in a firm to ensure that their demands are met with a focus on improving the customer experience
• Collect and analyze data concerning consumer behavior to understand changing needs
• Respond to account owner inquiries and provide accurate, satisfactory answers to their inquiries and concerns
• Appropriately follow policies, procedures, and escalation and transfer workflow to ensure an effortless experience
• Attempt to de-escalate situations involving dissatisfied account owners, offering assistance and support
• Document and report on client feedback and insights to improve our partner’s product and customer experience
• Guide account owners and users through platform troubleshooting, navigating the partner’s site, community, knowledge base, or ancillary tools and resources
• Maintain essential program knowledge that is critical for our partner and their clients
• On occasion, you may work additional hours outside of your normal scheduled shift to accommodate program-related meetings, requests, inquiries, training, or other related matters
• Perform project duties and tasks that are within your skill and expertise level as assigned by program management
• Flex between program duties and providing ad hoc support for program-specific projects, products, and queues
• Intercept incoming and existing chat volume by responding to customer inquiries and providing accurate, satisfactory answers to their questions and concerns
• Consistently achieve and maintain the minimum program performance by meeting all (5) key performance indicators and metrics within the program; KPI Attestation Agreement is required prior to offer
• Adhere to assigned schedule compliance (including peak/seasonal staffing requirements) and on occasion, may be asked to work additional hours outside of your normal scheduled shift or participate in a shift realignment/change to accommodate program-related needs. This may include working federally recognized holidays or providing coverage for teams in other geographies
• Assist customers with booking travel arrangements using our partner’s travel platform and instance. The function may require phone support and placing outbound calls to confirm travel arrangements
• Negotiate contract renewal, upselling subscriptions to the customer
• Act as a liaison between the customer and effectively communicate with internal, cross-functional departments
• Attend meetings with the customer (on time, preparation, professional)

Preferred Qualifications

• 2+ years of experience working in a contact center environment
• Experience supporting software as a service, particularly those involving financial acumen, regulatory compliance
• Previous work experience at a startup or new business venture where team size is limited and may grow over time
• Proven ability to demonstrate flexibility, agility, and compromise for newly launched products and teams
• Helping others in times of need comes as second nature

Benefits

• Competitive Base Salary
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development