Remote Key Account & Escalations Lead

Web Travel Group; United States; Remote; USD 80,000 - 110,000; Full time

Job summary

WebBeds is seeking an Operational Account Manager to act as the main contact for escalations and a portfolio of key accounts. The role focuses on delivering high-quality service, improving relationships, and serving as the voice of the customer within Customer Service.

You will work with BAU Customer Service and commercial teams across WebBeds, with a fully remote arrangement and travel as required. Fluent English and Spanish are essential to communicate with diverse stakeholders.

Qualifications

• Extensive travel industry experience with Operations, Customer Service, and/or Commercial teams.
• Strong English and Spanish proficiency.
• Proven ability to manage key accounts and escalations.

Responsibilities

• Manage a portfolio of assigned key clients and monitor ongoing issues.
• Own and manage escalations for key accounts and ensure timely resolution.
• Collaborate with Customer Services and partners to resolve issues promptly.
• Lead improvement initiatives in Customer Services based on team feedback.
• Work with Customer Services Leaders to implement new solutions and share knowledge.
• Coordinate service reviews highlighting risks and opportunities for process improvements.
• Develop a knowledge base for assigned customers and processes to support operations.

Skills

Account management

Customer service

Stakeholder management

Travel industry

Fluent English and Spanish

Project management

Tools

Microsoft Office

CRM systems

Job description

WebBeds is seeking an Operational Account Manager to act as the main contact for escalations and a portfolio of key accounts. The role focuses on delivering high-quality service, improving relationships, and serving as the voice of the customer within Customer Service.

You will work with BAU Customer Service and commercial teams across WebBeds, with a fully remote arrangement and travel as required. Fluent English and Spanish are essential to communicate with diverse stakeholders.