Account Manager

Who We Are

Brolly Labs, now rebranded as CatalyzeX, is a business process outsourcing specialist that combines deep process expertise with top offshore talent to deliver the best value outcomes for our clients.
Were looking for an Account Manager who owns their accounts. This isn't a clock-in, clock-out role—its for someone who is quality-obsessed, performance-driven, and strategic. Someone who can handle urgent issues when needed, but more importantly, builds systems to prevent problems before they arise.
You'll oversee multiple client accounts and manage a team of Team Leads and agents—coaching them, holding them accountable, and helping them grow. You'll work closely with our Head of Client Services Management and VP of Operations to ensure delivery excellence, client satisfaction, and continuous improvement.
We want someone proactive—someone who spots gaps before others do, raises flags early, proposes solutions, and delivers results.
This is a full-time role. Were looking for someone fully committed, not juggling multiple jobs.

What You'll Do

Strategic Leadership

• Lead, coach, and develop a team of Team Leads and agents across multiple client accounts.
• Set the tone for accountability, ownership, and high standards across all levels of your teams.
• Serve as a trusted partner to the VP of Operations on strategic initiatives and account planning.
• Work closely with the Head of People on people management and hiring needs.

Account Ownership & Delivery

• Own the day-to-day performance of assigned client accounts, ensuring KPIs and SLAs are consistently met or exceeded.
• Anticipate risks and take decisive action while building long-term solutions to recurring challenges.
• Ensure each Team Lead and agent has clarity around metrics, expectations, and next steps to perform effectively.
• Support new account launches, transitions, and workforce planning in partnership with CX and Ops leaders.

Performance & Quality Management

• Monitor key metrics such as CSAT, QA, AHT, FCR, and Utilization; implement performance improvement plans when needed.
• Champion a culture of continuous improvement through processes, tools, or workflows.
• Audit performance data, team output, and client feedback to identify trends and areas for focus.

Systems & Structure

• Build and refine internal SOPs, escalation protocols, and feedback loops with Team Leads and agents.
• Collaborate cross-functionally with QA, Training, and Workforce teams to ensure consistent delivery across accounts.
• Own internal and client-facing reporting, ensuring insights are actionable.

Who You Are

• Strong Leader: Youve managed Team Leads and agents and know how to coach, delegate, and motivate.
• Problem-Solver: You act quickly and think long-term. You don't just patch issues; you fix root causes.
• Builder: You love setting up systems and improving what already exists.
• Performance-Driven: You own your metrics and use them to lead, not just report.
• Proactive & Resourceful: You anticipate needs and take initiative without waiting to be told.
• Systems-Oriented: You think in terms of scalable solutions, not one-off fixes.
• Client-Facing: You can handle high expectations and represent your accounts confidently.
• Excellent Communicator: Your English, both written and spoken, is fluent, professional, and polished.

What You Bring

• 3+ years of CX, Account Management, or Operations leadership experience, preferably in a BPO or remote support setting
• 2+ years managing Team Leads, Supervisors, and agents
• Proven ability to manage multiple accounts or lines of business
• Strong understanding of support KPIs and CX tooling (Zendesk, Gorgias, Intercom, etc.)
• Track record of driving improvements through data and coaching
• Impeccable written and verbal English communication skills; client-facing confidence is a must

Bonus Points If You Have

• Experience in E-commerce, SaaS, or Fintech
• Startup or scaling team experience

Department: Customer Experience
Reports to: VP of Operations
Type: Full-Time, Remote in the Philippines
Rate: $9/hour to start with opportunities for growth
If you're eager to seize this opportunity and leave your mark, please submit your application through our Careers Page. Only applications submitted via the career page form will be considered.