About this role
Your job <div style="margin:4px 0;padding:0;color:#1d1c1d;"><b style="font-weight:700;">Help us take service quality from reactive to proactive.</b><br> At Get-e, we’re growing fast. Airlines, assistance companies and travel partners around the world use our platform to manage ground transport and hotel bookings in 110+ countries. Now we’re ready to level up our client service: making it more structured, more data-driven, and more client-first.<br><br><b style="font-weight:700;">That’s where you come in.</b><br> This isn’t a “keep the lights on” kind of role. As <strong>Sr Account</strong><b style="font-weight:700;"> Manager</b>, you’ll be trusted to shape how we deliver service across our global accounts. You’ll lead a growing team, take full ownership of our feedback and escalation processes, and work cross-functionally to fix issues at the root. You’ll also be the face of service in client meetings: joining QBRs, supporting onboarding, and launching new ideas that improve client experience.<br>This is a role where you’ll <b style="font-weight:700;">see your results come to life</b>. You’ll have the freedom to test, improve, and build your own projects, whether that’s launching a client health score, streamlining our internal tools, or redesigning team workflows. It’s a chance to <b style="font-weight:700;">leave a real footprint</b> and grow a function, not just maintain it.</div> Your profile <div style="margin:4px 0;padding:0;color:#1d1c1d;"><b style="font-weight:700;">What you’ll do</b></div><ul style="margin:4px 0 4px 24px;padding:0;"><li style="margin:2px 0;padding:0;color:#1d1c1d;">Lead and develop a small but growing team of Client Care specialists, setting clear ownership, KPIs, and accountability</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Own Zendesk and all client feedback channels, ensuring fast, structured, and professional complaint handling</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Personally manage high-impact or sensitive escalations, particularly for strategic accounts</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Act as the operational owner for key accounts, building strong relationships with client stakeholders</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Lead service performance discussions during QBRs and proactively manage client health</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Monitor escalation trends and client health indicators, identifying risks early and initiating mitigation actions</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Translate recurring issues into structural improvements that enhance service quality and client satisfaction</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Build dashboards and track key trends (Power BI / Zendesk) to drive data-driven decision-making</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Support smooth onboarding of new clients and ensure service setup meets expectations</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Launch scalable tools such as a client health score and trigger-based alerts to move from reactive support to proactive client management.</li></ul><div style="margin:4px 0;padding:0;color:#1d1c1d;"><br><br><b style="font-weight:700;">You bring</b></div><ul style="margin:4px 0 4px 24px;padding:0;"><li style="margin:2px 0;padding:0;color:#1d1c1d;"><b style="font-weight:700;">5+ years of experience</b> in client service, account management, or airline ops</li><li style="margin:2px 0;padding:0;color:#1d1c1d;"><b style="font-weight:700;">Proven track record of leading a team, </b>you’ve done this before and you enjoy it</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Strong written and spoken English (additional languages are a bonus)</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Hands-on experience with Zendesk or similar platforms</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Comfortable working with Excel and Power BI</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">A structured mindset—you like building processes, but you keep things practical</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">You’re confident in front of clients, calm in escalations, and proactive about improvement</li><li style="margin:2px 0;padding:0;color:#1d1c1d;"><b style="font-weight:700;">Bonus:</b> background in aviation, assistance, or travel tech</li></ul> Why us? <div style="margin:4px 0;padding:0;color:#1d1c1d;"><b style="font-weight:700;">Why join us?</b></div><ul style="margin:4px 0 4px 24px;padding:0;"><li style="margin:2px 0;padding:0;color:#1d1c1d;">NS Business Card: We’ve got your commuting costs covered. Prefer driving? We’ll handle your travel expenses.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Experience Our Service: Wondering why our clients rave about our cab service? You can use it twice a year yourself.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Healthy Lifestyle: Need a snack? Grab some fresh fruit from the canteen. We have meal discount options for our employees as well.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Holiday Allowance: We provide 8% holiday allowance, so you can enjoy your time off.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Vacation Days: Relax and recharge with 25 days of vacation each year.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Remote Work: Hybrid working model (2 days from home), with the possibility of working 2 weeks from abroad.</li><li style="margin:2px 0;padding:0;color:#1d1c1d;">Pension Contribution: We contribute 2.5% toward your pension to support your future.</li></ul><br><b style="font-weight:700;">Sounds like a good fit?</b> Apply now and show us how you’d lead this role, and take client service to the next level at Get-e.