Account Manager

JOB SUMMARY

The Account Manager plays a critical role in ensuring the effective delivery of online ESL services by leading a team of teachers, maintaining strong client relationships, and driving operational success. This role is responsible for achieving key outcomes, including teacher performance, client satisfaction, lesson quality, and overall account growth.

KEY RESPONSIBILITIES

Teacher Team Leadership

• Ensure high-quality instruction and maintain teacher satisfaction and retention.

• Lead, support, and motivate a team of online ESL teachers to deliver exceptional learning experiences.

• Observe lessons regularly, provide timely and actionable feedback, and coach teachers toward continuous improvement.

• Manage teacher schedules to ensure optimal coverage and resolve disciplinary issues promptly to maintain performance standards.

Client Relationship Management

• Achieve high client satisfaction and ensure long-term account stability.

• Build and maintain strong, trust-based relationships with clients.

• Serve as the main point of contact to address inquiries, resolve issues, and proactively manage expectations.

Cross-Functional Collaboration

• Improve student satisfaction and lesson quality through seamless team coordination.

• Work closely with Lesson Support, Training, and Recruitment teams to enhance the end-to-end student experience.

• Coordinate internal resources to ensure service delivery aligns with client needs.

Teacher Performance Monitoring

• Maintain a high average performance rating across teaching staff.

• Track and report on individual and team performance using qualitative and quantitative data.

• Implement improvement plans and performance interventions when necessary.

Data Management & Analysis

• Identify trends and drive data-informed decisions to improve account health.

• Analyze key metrics such as booked lessons, utility rates, lesson quality scores, and teacher productivity.

• Use insights to recommend and implement operational improvements.

Reporting & Communication

• Deliver accurate and timely performance reports to clients and leadership.

• Prepare and present regular reports that summarize account performance, highlight risks, and outline action plans.

• Communicate updates and progress clearly to both clients and internal stakeholders.

Stakeholder Alignment

• Ensure all stakeholders are aligned and issues are resolved quickly and effectively.

• Act as the primary liaison between partners, clients, and teaching staff.

• Facilitate clear and consistent communication across all parties involved in account delivery.

QUALIFICATIONS

• Bachelor's degree in Education, Business Management, Communications, or a related field.

• Ideally with 2 years' experience in leading a team of online ESL teachers, as a mentor, trainer, team leader, or supervisor.

• At least two years of experience in an outsourcing company, with responsibility for a team of at least 30 members.

• Skilled in lesson observation, feedback, and coaching.

• Strong interpersonal, leadership, and coaching skills.

• Excellent written and verbal communication skills in English.

• Highly organized with strong analytical and decision-making capabilities.

• Proficient in using productivity tools, spreadsheets, and performance management systems.

• Familiarity with online teaching platforms and ESL industry standards is a plus.

WORK SET-UP AND REQUIREMENTS

• Schedule: May require flexible hours, but with focus on mid-shift (start of shift at 12NN or 1PM)

• Workdays: Five-day workweek with two rest days.

• Location: Fully remote

• Desktop/laptop with Intel i5 (10th gen) or 8GB RAM or higher

• Minimum 25 Mbps internet speed with backup connection

• Backup power supply for at least 8 hours

WHY WORK WITH US

• Support Educators Globally: Play a key role in supporting our network of expert tutors as they teach learners in 30 countries across the Americas, Europe, the Middle East and Asia-Pacific

• Remote-First Culture: Work from home while being part of a collaborative, inclusive team. We meet in person quarterly to strengthen team connections and drive innovation.

• Structured Flexibility: Flexible but structured hours that help balance your work and life while maintaining work efficiency.

• Professional Growth: Gain advanced skills in strategic hiring, operational scaling, and decision-making to one of Southeast Asia's fastest-growing startups, recognized with prestigious industry accolades

• Appealing performance-oriented compensation

• Healthcare benefit: HMO for you plus 1 free dependent

• 30 days paid leave