Remote Key Account & Escalations Lead

WebBeds SOL, S.L; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

WebBeds is seeking an Operational Account Manager to be a main point of contact for escalations across key accounts. You will manage assigned clients, improve service levels, and build trusted partnerships as the voice of the customer within Customer Service. This is a fully remote role with travel required.

Responsibilities include owning escalations, driving improvements, and coordinating with commercial and operations teams to resolve issues quickly and effectively.

Qualifications

• Experience working with Operations, Customer Service and Commercial teams in travel industry.
• Proficiency with Microsoft Office suite for reporting and communication.
• Project management skills are desirable.

Responsibilities

• Manage a portfolio of key accounts and escalations for critical situations.
• Own and manage escalations, keeping commercial teams informed.
• Collaborate with Customer Services and partners to resolve issues promptly.
• Lead improvement initiatives based on team feedback and operational issues.
• Work with Customer Service Leaders to implement new solutions.
• Bridge commercial and customer service processes to resolve issues.
• Conduct regular service reviews and guide leadership on improvements.
• Build and maintain knowledge base for assigned customers and processes.

Skills

Travel industry experience

Microsoft Office

Project management

Under pressure

Ownership

Stakeholder management

English and Spanish fluency

Job description

WebBeds is seeking an Operational Account Manager to be a main point of contact for escalations across key accounts. You will manage assigned clients, improve service levels, and build trusted partnerships as the voice of the customer within Customer Service. This is a fully remote role with travel required.

Responsibilities include owning escalations, driving improvements, and coordinating with commercial and operations teams to resolve issues quickly and effectively.