Sobre

• Who are we?
• 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.

Benefits

• Providing services during business hours;
• 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!
• Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.