(fluent English) Account Manager (Brazil)

SupportYourApp; Teletrabalho; BRL 215.000 - 323.000; Tempo integral

Resumo da oferta

A global support service company in Brazil is looking for an experienced Account Manager to manage client integrations and improve support experiences for major brands. The ideal candidate will have fluency in English and at least one year of team management experience. Responsibilities include overseeing support processes, maintaining client relations, and tracking service quality. This role offers a fully remote environment and competitive compensation in USD.

Serviços

Remote work opportunity

Inclusive international environment

Compensation in USD

Rewards for referrals

Work-life balance

Growth opportunities

Qualificações

• Fluency in English (C1-C2 levels).
• 1+ years in a similar role with team management experience.
• Familiarity with customer support platforms and analytics dashboards.
• Solid understanding of KPIs and SLAs in customer support.
• Collaborative spirit for cross-functional projects.

Responsabilidades

• Manage new client integrations and maintain communication.
• Ensure support processes meet standards (KPIs/SLAs/QA).
• Assist with client support improvements and strategic planning.
• Monitor service quality via QA platforms.
• Generate and maintain product documentation.

Conhecimentos

Fluency in English (C1-C2)

Team management experience

Experience with customer support platforms

Understanding of KPIs and SLAs

Collaboration skills

Time management skills

Interpersonal and communication skills

Multitasking ability

Responsibility

Passion for people and technology

Ferramentas

Intercom

Zendesk

Freshdesk

Hubspot

Aircall

Wrike

Monday

Asana

Jira

Descrição da oferta de emprego

SupportYourApp is a global Support-as-a-Service leader, partnering with tech companies in 30+ countries since 2010 to deliver secure customer and technical support. What if you had a chance to be a part of the world's leading hardware, software, or SaaS solutions?

Join our community as an Account Manager liaising with our experienced Chief Customer Officer and provide high-level quality service for famous worldwide well-known companies such as Mastercard, Calm and MacPaw. Get access to 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.

Let’s see what it takes 💛

What you will do:

• Take part in the new clients' integrations and simultaneously manage them;
• Maintain constant communication with support specialists and clients;
• Make sure that support processes are built according to all the standards (KPIs/SLAs/QA);
• Assist clients with improving their customers' support experience, incl. strategic planning and product development analysis;
• Proactively mediate and resolve any clients' and consultants' concerns.;
• Monitor service quality via internal or external QA platforms;
• Generate and maintain internal product documentation, ensure that legal and financial agreements are upheld;
• Assist with engaging ideal candidates and their onboarding;
• Help talented people from your project grow and develop professionally;
• Find a place to grow professionally and take a leadership role in the projects.

What you need to succeed in this role:

• Fluency in English (C1-C2 levels);
• 1+ years in a similar role with proven team management experience;
• Familiarity with Intercom, Zendesk, Freshdesk, Hubspot, Aircall, or any other customer support platform and their analytics dashboards;
• Solid understanding of Key Performance Indicators and SLAs in customer support;
• Collaborative spirit and working on cross-functional projects for further service delivery enhancements;
• Skills in time management and experience working with time management platforms (Wrike, Monday, Asana, Jira etc.);
• Excellent interpersonal and communication skills;
• Ability to multitask and manage multiple clients simultaneously;
• Track record of taking responsibility;
• Passion for people and technology.
• Opportunity to cooperate fully remotely;
• Inclusive international environment;
• Compensation in USD;
• Rewards for referring friends;
• Balance between project workload and personal time, but also – internal health policy;
• Responsive leadership interested in your growth and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

You can learn more about the company and its culture by visiting the official website and social pages on Facebook, Instagram, and LinkedIn.

So if you are a proactive Account Manager who excels at building strong client relationships and driving results, grab the chance to collaborate with us and send your CV in English.

Know someone perfect for the role? Refer them and get rewarded!

We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

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