Job Description
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.
