Account & Operations Manager

We Could Use Someone Like You in Our Crew.

Account & Operations Manager

Location: Jamaica, Nigeria or Costa Rica

Type: Full time

Salary: Dependent on experience

Reports to: Senior Account Manager

Direct reports: Project Managers

About ModSquad

ModSquad is a global digital engagement services company. Since 2007 we've helped brands look after their customers and communities online, delivering customer support, content moderation, social media and community management. Our Mods have supported clients in more than 70 countries in over 50 languages and dialects, and our work has won industry recognition including a Stevie® Award for Customer Service Outsourcing Provider of the Year. Our teams in Jamaica, Nigeria and Costa Rica are central to how we deliver for clients around the clock.

Are you as comfortable in a client boardroom as you are on the operations floor?

ModSquad is looking for an Account/Operations Manager who can lead a client programme end to end. You'll be the person our clients trust with their brand, and the person your team relies on to make delivery work every day. You'll cover customer care, content moderation, community management and social media across chat, voice, tickets and social platforms.

We know few people are equally strong on both sides. Tell us where you shine, and we'll shape the role and your development around it.

What you'll do

Manage the client partnership

● Build trusted relationships with client stakeholders and act as their main point of contact.

● Understand each client's goals, brand needs and success measures, and turn them into clear operational plans.

● Lead regular business reviews with performance data, insights and recommendations.

● Drive client growth, retention and account strategy: spot opportunities to expand the account and manage scope changes and renewals.

● Build cost models, manage account profitability and work with Finance on invoicing.

Run the operation

● Lead and develop supervisors, team leads, project managers, agents and moderators.

● Own performance against SLAs and KPIs: AHT, FCR, CSAT, QA, moderation accuracy

and engagement.

● Work with Workforce Management on forecasting, scheduling and staffing.

● Make sure teams follow client guidelines, platform policies and data privacy requirements.

● Resolve escalations and drive process improvement, automation and better tooling.

What you'll bring

● 5+ years in BPO, contact centre or digital engagement, with 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: managing relationships, presenting results, or handling

contracts.

● Data-driven, with experience running teams to SLAs and KPIs and using data to improve

performance.

● Confident communicator in writing and in person.

● Organised, adaptable and calm when priorities shift quickly.

● A track record of supporting client growth and retention, and of contributing to account

strategy.

● Understanding of, or experience with, AI and automation in customer service or

moderation, such as chatbots, AI-assisted moderation, agent assist or workflow

automation.

Nice to have

● Experience with cost models, pricing or P&L.

● COPC, Six Sigma, Lean or project management certification.

● Background in games, entertainment, e-commerce or consumer brands.

Application questions

These help us understand your strengths.

1. In your current or most recent role, roughly what percentage of your time goes on

client-facing and commercial work versus running operations and teams?

2. Rank these from strongest to least strong: client relationships, commercial and financial

management, people leadership, operational performance and process improvement.

3. Tell us about a time you grew or saved a client account. What did you do?

4. Tell us about a time you turned around an underperforming team or metric. What

changed?

5. If you could choose, would you rather spend more of your week with clients or with your

teams? Why?

How to apply

Apply, attach your CV and a cover letter, and answer the questions above.

About ModSquad

At ModSquad, we’ve been changing the customer experience game since 2007. Great people are at the center of everything we do, and we’re always looking for talented people to join our team.

Work for a growth company with amazing clients and awesome colleagues. We offer competitive benefits and most positions are remote.

Questions

If you still have questions or need accommodations, shoot us an email: recruitment@modsquad.com.