Account Manager

TL;DR

Account Manager (Customer Support): Managing new clients' integrations and maintaining constant communication with support specialists and clients with an accent on improving customers' support experience and strategic planning. Focus on proactively mediating and resolving any clients' and consultants' concerns, monitoring service quality, and assisting with onboarding.

Location: Opportunity to cooperate fully remotely.

Company

hirify.global 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 you will do

• Take part in new clients' integrations and manage them.
• Maintain constant communication with support specialists and clients.
• Ensure support processes are built according to standards (KPIs/SLAs/QA).
• Assist clients with improving their customer support, including strategic planning and product development analysis.
• Proactively mediate and resolve client and consultant concerns.
• Assist with engaging ideal candidates and their onboarding.

Requirements

• 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.
• Solid understanding of Key Performance Indicators and SLAs in customer support.
• Excellent interpersonal and communication skills, with the ability to multitask and manage multiple clients simultaneously.
• Track record of taking responsibility and a passion for people and technology.

Culture & Benefits

• Inclusive international environment.
• Balance between project workload and personal time, including an internal health policy.
• Responsive leadership interested in your growth and long-lasting cooperation.
• A culture built on trust, with no time-tracking requirements.
• Greenhouse conditions for self-development.
• Rewards for referring friends.