Account Manager

Role DescriptionThe Account Manager supports daily operational activities for a global ticketing operation that services clients around the clock. This role acts as the primary point of contact for client needs and internal workflow during assigned shifts when the Pod Lead is not present or scheduled. The Account Manager performs all core account support responsibilities, ensures service levels are met, and provides guidance to frontline team members. This position provides direct oversight of Philippines and support staff. It is expected that this role owns strategic customer relationships that are vital to the financial health of Ticket Vault.Essential Duties & ResponsibilitiesClient Support & Account CoverageServe as the lead operational contact for designated clients during assigned shifts in the absence of the Pod Lead.Execute all account management duties including monitoring ticket queues, ensuring timely resolution, and escalating issues per established protocols.Communicate service updates, changes, or issues to clients using approved messaging and guidelines.Maintain a high level of accuracy and professionalism in all client interactions.Operational OversightCoordinate daily workflow to ensure coverage, workload distribution, and adherence to service standards.Monitor team productivity and support completion of shift tasks, reports, and required documentation.Ensure compliance with organizational processes, quality standards, and escalation procedures.Support implementation of new operational instructions, updates, or client-specific requirements as directed by the POD Lead or leadership.Team Support & LeadershipProvide guidance, clarification, and on-demand assistance to frontline team members.Serve as an on-shift resource for questions related to processes, systems, or client expectations.Assist in training and onboarding new team members as assigned.Performance review and corrective action.Promote a positive, collaborative work environment and model professional conduct.Communication & ReportingDocument shift activity, client communications, service disruptions, and escalations using required systems.Provide accurate written handoffs to the Pod Leads and incoming AM/Shift Leads.Participate in meetings, training sessions, and performance or operational reviews as required.QualificationsHigh school diploma or equivalent required; additional education preferred.Minimum 1–2 years of experience in customer service, operations, ticketing, or a related support environment.Prior experience in a similar role strongly preferred.Strong communication, problem-solving, and organizational skills.Ability to work in a fast-paced, high-volume environment while maintaining attention to detail.Proficiency with ticketing platforms, CRM tools, and communication systems.Ability to work flexible hours, including nights, weekends, and holidays, to support 24/7 operations.Physical & Work Environment RequirementsAbility to remain at a workstation for extended periods.Ability to use standard office equipment (computer, phone, headset).Work environment may require extended screen time and high levels of communication.Ability to work evenings, overnights, weekends, and holidays required to support 24/7 operationsOther DutiesThis job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities. Duties may change at any time with or without notice, consistent with applicable laws.We are committed to creating a diverse, equitable, and inclusive workplace where all employees feel valued and empowered to succeed. We welcome applicants from all backgrounds and make employment decisions based on qualifications, merit, and business needs.