Account Manager – Operations

Job not on LinkedIn

🔥 12 hours ago

🌐 Jamaica, Nigeria, +1 more countries – Remote

🇯🇲 Jamaica – Remote 🇳🇬 Nigeria – Remote 🇨🇷 Costa Rica – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💰 Account Manager

👻 Ghost score 11%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 1 day.
• Jobs at this company usually fill in 31 days.
• No salary listed.

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ModSquad

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2007

🤖 Artificial Intelligence

Customer Support Outsourcing • Content Moderation • Artificial Intelligence

ModSquad is a company specializing in intelligent customer support and outsourcing solutions. They provide a wide range of services including multi-language customer support, technical support, and CRM tool integration. ModSquad excels in data security, safety, and compliance, offering advanced solutions such as their patent-pending Cubeless secure workplace platform. Alongside their human expertise, they incorporate artificial intelligence and automation to optimize services and exceed customer satisfaction goals. ModSquad is particularly focused on areas like content moderation, trust and safety, community management, and maintaining high customer satisfaction rates. Their areas of specialization include gaming, e-commerce, retail, technology, and crypto. They blend human expertise with cutting-edge technology to offer tailored solutions that enhance customer experiences and operational effectiveness.

📋 Description

• Build trusted relationships with client stakeholders and act as the main point of contact • Understand client goals, brand needs and success measures and turn them into operational plans • Lead regular business reviews with performance data, insights and recommendations • Drive client growth, retention and account strategy • Identify opportunities to expand accounts and manage scope changes and renewals • Build cost models, manage account profitability and work with Finance on invoicing • Lead and develop supervisors, team leads, project managers, agents and moderators • Own performance against SLAs and KPIs, including AHT, FCR, CSAT, QA, moderation accuracy and engagement • Work with Workforce Management on forecasting, scheduling and staffing • Ensure teams follow client guidelines, platform policies and data privacy requirements • Resolve escalations and drive process improvement, automation and better tooling • Lead client programmes across customer care, content moderation, community management and social media

🎯 Requirements

• 5+ years in BPO, contact centre or digital engagement • At least 2 years in a management role • Hands-on experience with customer support, moderation, social media or community management • Experience in client-facing work, including managing relationships, presenting results or handling contracts • Experience running teams to SLAs and KPIs and using data to improve performance • Strong written and in-person communication skills • Organised, adaptable and calm when priorities shift quickly • Track record of supporting client growth and retention and contributing to account strategy • Understanding of or experience with AI and automation in customer service or moderation • Experience with cost models, pricing or P&L preferred • COPC, Six Sigma, Lean or project management certification preferred • Background in games, entertainment, e-commerce or consumer brands preferred

🏖️ Benefits

• Salary dependent on experience • Professional development shaped around the successful candidate's strengths • Opportunity to work with global clients and teams across Jamaica, Nigeria and Costa Rica

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