Account Manager – BPO, Customer Experience

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Newstel Worldwide

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2015

🛍️ eCommerce

BPO • eCommerce

Newstel Worldwide is a leading provider of multilingual customer service solutions, headquartered in Hamburg, Germany, with additional contact centers in Glasgow, Manila, and Istanbul. Founded in 2015, Newstel specializes in offering 24/7 customer support and Business Process Outsourcing (BPO) services, predominantly for the eCommerce sector. Combining advanced technology with highly trained personnel, they deliver efficient customer service while managing rapid scalability to adapt to client sales volumes. Newstel focuses on enhancing customer lifetime value through cross-selling and upselling opportunities and utilizes a pay-as-you-go pricing model. Their global team of 200+ native speakers is dedicated to maintaining high-quality standards across 12 languages, providing seamless omnichannel support to clients across 95 countries.

📋 Description

• Manage multiple client accounts simultaneously • Build and maintain long-term, trust-based client relationships • Drive the operational performance of our customer support programs • Ensure and continuously improve KPIs and SLAs • Understand clients' business objectives, brand values and customer expectations • Identify and implement process and team optimization opportunities • Produce proactive reports and derive strategic recommendations • Lead and develop the Team Leads within your area of responsibility • Oversee international, multilingual teams—from small specialist teams up to programs with 80 employees • Work closely with internal departments to ensure smooth operational execution • Ensure an excellent customer experience and consistent brand communication • Own the onboarding of new clients using established implementation and operational processes

🎯 Requirements

• Fluent German and English, both written and spoken • Several years of experience in BPO, contact center, or customer experience environments • Strong understanding of contact center KPIs, SLAs, and operational reporting • Experience managing multiple client accounts • Experience leading and developing teams • Ability to coach Team Leads and improve operational processes • Excellent communication and stakeholder management skills • Structured and organized way of working • Understanding of e-commerce and customer experience • Experience with CX platforms and ticketing systems such as Zendesk, Gorgias, Freshdesk, or comparable solutions • Confident handling of reporting, workflows, and operational processes within support platforms • Ability to analyze data and derive concrete action plans • Excellent presentation and communication skills • Proactive, solution-oriented mindset

🏖️ Benefits

• Significant autonomy and ownership • Work with international e-commerce brands • A supportive and collaborative leadership team • Long-term opportunities for growth • The chance to actively shape processes, strategies and client relationships • A company that truly lives customer experience