Sr Account Manager

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