Account Manager

Title: (fluent English) Account Manager (Asian Market)

Locations:

Bangkok, Bangkok, Thailand

Hong Kong, Hong Kong, Hong Kong

Seoul, South Korea

Beijing, Beijing, China

Shanghai, Shanghai, China

Type: Contract

Workplace: Fully remote

Job Description:

SupportYourApp 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 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 in customer support, BPO, SaaS, or a related industry;


• Solid understanding of B2B client management and customer support operations;


• 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.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.