(fluent English) Account Manager (Asian Market)

Who are we?

SupportYourApp is a global Intelligent 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 team as an Account Manager and take ownership of a key client relationship.

You will work closely with our leadership team, including the Chief Customer Officer, and be responsible for navigating complex client expectations, aligning priorities, and driving constructive, solution-focused conversations.

This role requires strong stakeholder management skills, cultural awareness, and the ability to build trust in high-pressure environments, while developing a deep understanding of both the technical and business aspects of the client’s product.

If you enjoy owning challenging client relationships and turning complexity into structure — let’s see what it takes 💛

What you will do:

• 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.

What you need to succeed in this role:

• 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.

Will be a great plus:

• Experience working with international clients across different regions and communication styles, with strong cultural awareness;
• Experience working with crypto-related products and a solid understanding of cryptocurrency ecosystems, exchanges, wallets, and related compliance or security considerations;
• Experience working with international clients and distributed teams;
• Strong organizational and time-management skills;
• Experience in business development, upselling, or account expansion.

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.