SupportYourApp

Account Manager, Asian Market

SupportYourApp

contract

Posted on:

Location Type: Remote

Location: Malaysia

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About the role

  • Take part in new client integrations and manage one or several accounts simultaneously;
  • Act as the main point of contact between clients and internal support teams;
  • Ensure support processes meet agreed KPIs, SLAs, QA standard;
  • Monitor service quality, team discipline, and performance via internal and external QA tools;
  • Analyze key metrics, prepare reports, and identify areas for improvement;
  • Gather client feedback and translate it into actionable improvements for internal teams;
  • Work closely with internal teams to ensure seamless service delivery;
  • Maintain internal product and process documentation;
  • Support hiring, onboarding, and professional growth of team members;
  • Take a leadership role within projects and contribute to long-term client success.

Requirements

  • Fluency in English (C1–C2)
  • 2+ years of experience as an Account Manager, Operations Manager, Customer Success Manager, or Team Lead in customer support, BPO, SaaS, or a related industry
  • Proven experience managing 10+ direct reports, including Customer Support Consultants, Specialists, and Agents.
  • Excellent communication, presentation, negotiation, and conflict-resolution skills
  • Strong analytical and problem-solving mindset with a strategic approach to account growth
  • Ability to negotiate effectively and confidently defend the company’s interests while maintaining a professional and customer-focused approach
  • Experience with CRM and support platforms such as Zendesk, Intercom, Freshdesk, HubSpot, Aircall, or similar
  • Familiarity with task and time-management tools (Jira, Asana, Monday, etc.)
  • Passion for people, technology, and continuous improvement.
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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
account managementcustomer supportoperations managementanalytical skillsproblem-solvingreport preparationKPI managementSLA managementquality assurance
Soft Skills
communicationpresentationnegotiationconflict resolutionleadershipstrategic thinkingcustomer-focused approachteam managementinterpersonal skills