Account Management Team Lead

📌 Core Information

🔹 Job Title: Account Management Team Lead

🔹 Company: PartnerHero

🔹 Location: Greensboro, North Carolina

🔹 Job Type: Full-Time

🔹 Category: Outsourcing and Offshoring Consulting

🔹 Date Posted: April 25, 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: Remote OK

🚀 Job Overview

Key aspects of this role include:

• Leading a team of Account Managers supporting a large fintech partner
• Ensuring exceptional customer service and adherence to policies
• Providing troubleshooting assistance and maintaining essential program knowledge
• Driving team performance through coaching and mentoring

ASSUMPTION: This role requires a balance of strong leadership, technical proficiency, and customer focus. Successful candidates will have experience in contact center leadership and a passion for SaaS product support.

📋 Key Responsibilities

✅ Provide team oversight and be available as a resource for chat volume management

✅ Ensure team members follow policies, procedures, and escalation workflows

✅ Assist associates in troubleshooting situations involving dissatisfied customers

✅ Proactively collect, compile, and create documentation and reports

✅ Guide team members through platform troubleshooting and navigation

✅ Maintain essential program knowledge for the partner and their customers

✅ Work additional hours as needed for program-related meetings or requests

✅ Achieve and maintain individual and team performance metrics

✅ Perform project duties and tasks as assigned by program management

✅ Flex between program duties and provide ad hoc support for projects and production queues

ASSUMPTION: This role requires a high level of multitasking, time management, and adaptability to meet the needs of the team and the partner.

🎯 Required Qualifications

Education: Bachelor's degree in a related field (e.g., Business, Communications, or a similar discipline)

Experience: 1-2+ years of experience serving as a frontline operations leader for a contact center chat or omni-channel based program

Required Skills:

• Proven ability to hold frontline associates accountable and drive performance through effective coaching and mentoring
• Passion for SaaS product support and customer-centric teams
• Strong communication and decision-making skills
• Excellent multi-tasking and time management skills
• Ability to maintain composure and focus under pressure
• Proven ability to create and maintain associate engagement and morale

Preferred Skills:

• 3+ years of leadership experience working in a contact center environment
• Experience supporting software as a service, particularly those involving financial technology
• Previous work experience at a startup or new business venture
• Proven ability to demonstrate flexibility and agility for newly launched products and teams

ASSUMPTION: Successful candidates will have a strong background in contact center leadership, with a proven track record of driving performance and engagement through effective coaching and mentoring.

💰 Compensation & Benefits

Salary Range: $60,000 - $80,000 per year (based on industry standards for similar roles and experience levels)

Benefits:

• Competitive base salary
• Attractive benefits package including medical, dental, and vision options
• Access to free posture-based fitness workouts from home
• Sabbatical leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Working Hours: Full-time, with occasional additional hours required for program-related meetings or requests

ASSUMPTION: The salary range provided is an estimate based on industry standards for similar roles and experience levels. Actual compensation may vary based on factors such as candidate qualifications and company performance.

📌 Applicant Insights

🔍 Company Context

Industry: PartnerHero specializes in building exceptional outsourced teams, custom AI solutions, and fully managed end-to-end service for companies that care about quality and people. They focus on customer experience, customer support, trust and safety, outsourcing, startups, technology, software development, and operations.

Company Size: PartnerHero has 1,001-5,000 employees, providing a mid-sized company environment with opportunities for growth and collaboration.

Founded: PartnerHero was founded in 2018 and is headquartered in Boise, Idaho, with additional locations in Berlin, San Pedro Sula, Tegucigalpa, Taguig, Grand Rapids, and Bucharest.

Company Description:

• PartnerHero is the outsourcing partner for companies that care about quality and people.
• They specialize in building exceptional outsourced teams, custom AI solutions, and fully managed end-to-end service.
• Now powered by Crescendo, they offer the only fully integrated people + AI Customer Support solution.

Company Specialties:

• Customer Experience
• Customer Support
• Trust & Safety
• Outsourcing
• Startups
• Technology
• Software Development
• Operations

Company Website: http://www.partnerhero.com

ASSUMPTION: PartnerHero's focus on quality and people-driven outsourcing sets it apart in the industry, offering applicants a unique opportunity to grow and develop within a customer-centric environment.

📊 Role Analysis

Career Level: This role is at the mid-level management tier, offering opportunities for growth and development within the company.

Reporting Structure: The Account Management Team Lead will report directly to the program leadership and partner success teams, working collaboratively to provide the best service possible to the partner and their customers.

Work Arrangement: This role is remote-friendly, with occasional additional hours required for program-related meetings or requests.

Growth Opportunities:

• Proven ability to level up new teams and meet or exceed performance expectations
• Experience in supporting software as a service, particularly those involving financial technology
• Previous work experience at a startup or new business venture where team size is limited and may grow over time
• Proven ability to demonstrate flexibility and agility for newly launched products and teams

ASSUMPTION: This role offers significant growth opportunities for the right candidate, with the potential to develop and advance within the company as the team and the partner's needs evolve.

🌍 Location & Work Environment

Office Type: PartnerHero has multiple office locations, with this role based in Greensboro, North Carolina.

Office Location(s): 250 S. 5th St, #400, Boise, Idaho 83702, US; Berlin, Berlin 10115, DE; San Pedro Sula, San Pedro Sula 21101, HN; Tegucigalpa, Tegucigalpa 11101, HN; Lawton Ave, 20th-floor, Cyber Sigma, Taguig, National Capital Region 1630, PH; Grand Rapids, Michigan, US; Bucharest, RO

Geographic Context:

• Greensboro is located in the Piedmont Triad region of North Carolina, offering a mix of urban and suburban living.
• The area is home to several major corporations and has a growing tech industry.
• Greensboro has a humid subtropical climate, with mild winters and hot, humid summers.

Work Schedule: Full-time, with occasional additional hours required for program-related meetings or requests

ASSUMPTION: Greensboro offers a diverse and growing job market, with a mix of urban and suburban living options. The humid subtropical climate may appeal to candidates who enjoy mild winters and warm summers.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screen with the hiring manager
• In-depth interview with the hiring manager and team members
• Background check and reference check
• Final interview with the director or another senior leader

Key Assessment Areas:

• Customer service and support skills
• Leadership and management abilities
• Technical proficiency in SaaS and fintech platforms
• Problem-solving and decision-making skills
• Adaptability and flexibility in a dynamic work environment

Application Tips:

• Tailor your resume and cover letter to highlight your relevant experience and skills for this role
• Demonstrate your passion for SaaS product support and customer-centric teams
• Prepare examples of your coaching and mentoring strategies to share during the interview
• Research PartnerHero's company culture and values to show your alignment with their mission and vision

ATS Keywords: Account Management, Team Lead, Customer Service, SaaS Support, Fintech, Coaching, Mentoring, Performance Management, Technical Troubleshooting, Multi-tasking, Time Management

ASSUMPTION: The interview process for this role is designed to assess the candidate's technical proficiency, leadership skills, and cultural fit with PartnerHero's mission and values.

🛠️ Tools & Technologies

• Customer relationship management (CRM) software (e.g., Salesforce, HubSpot, or Zoho CRM)
• Chat and omni-channel support platforms (e.g., Zendesk, Freshdesk, or LivePerson)
• Project management tools (e.g., Asana, Trello, or Jira)
• Collaboration and communication tools (e.g., Slack, Microsoft Teams, or Google Workspace)

ASSUMPTION: The specific tools and technologies used in this role may vary depending on the partner's requirements and PartnerHero's internal systems.

👔 Cultural Fit Considerations

Company Values:

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

Work Style:

• Collaborative and team-oriented
• Adaptable and flexible in a dynamic work environment
• Customer-centric and focused on delivering exceptional service
• Data-driven and results-oriented

Self-Assessment Questions:

• How do you prioritize customer impacting issues and know when something requires key stakeholder visibility?
• How do you explain factors associated with fintech or SaaS platforms to frontline associates?
• How do you maintain composure and focus under pressure in a fast-paced, multitasking environment?

ASSUMPTION: PartnerHero's company culture is centered around care, growth, trust, ownership, and humility. Successful candidates will demonstrate a strong alignment with these values and a commitment to delivering exceptional customer service.

⚠️ Potential Challenges

• Managing a remote team with associates located in various time zones
• Balancing the needs of the partner, their customers, and the internal team
• Adapting to changes in the partner's products, services, or workflows
• Meeting or exceeding performance metrics and KPIs in a fast-paced, dynamic work environment

ASSUMPTION: These challenges are inherent to the role and require a strong, adaptable leader who can balance the needs of multiple stakeholders and maintain a high level of performance.

📈 Similar Roles Comparison

• This role differs from other account management positions in its focus on fintech expense reporting and reimbursement, as well as its requirement for technical troubleshooting and multi-tasking skills.
• PartnerHero's focus on quality and people-driven outsourcing sets it apart from other companies in the industry, offering applicants a unique opportunity to grow and develop within a customer-centric environment.
• Career paths within PartnerHero may include opportunities to advance within the company as the team and the partner's needs evolve.

ASSUMPTION: This role offers a unique blend of leadership, technical, and customer service skills, with opportunities for growth and development within the company.

📝 Sample Projects

• Developing and implementing a new coaching and mentoring program for the account management team
• Collaborating with the partner's product team to improve the user experience and reduce customer support tickets
• Creating and maintaining essential program knowledge documentation for the partner and their customers

ASSUMPTION: These sample projects are designed to highlight the key responsibilities and required skills for this role, with a focus on leadership, technical proficiency, and customer service.

❓ Key Questions to Ask During Interview

• How does PartnerHero support the growth and development of its team members?
• What are the key priorities for this role in the first 90 days?
• How does PartnerHero measure and track team performance and KPIs?
• What opportunities are there for career growth and advancement within the company?
• How does PartnerHero collaborate with its partners to ensure exceptional customer service and support?

ASSUMPTION: These key questions are designed to assess the company's commitment to employee growth, performance tracking, and collaboration with partners, as well as the opportunities for career advancement within the organization.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume and cover letter to highlight your relevant experience and skills for this role
• Prepare examples of your coaching and mentoring strategies to share during the interview
• Research PartnerHero's company culture and values to show your alignment with their mission and vision
• Follow up with the hiring manager one week after submitting your application to express your interest in the role

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.