Account & Operations Manager

About the role

ModSquad is a global digital engagement services company providing customer support, content moderation, social media and community management. This role leads a client programme end to end, owning client relationships and the operational delivery across chat, voice, tickets and social platforms.

What you'll do

• Manage the client partnership and act as the main point of contact for client stakeholders
• Translate client goals into clear operational plans and lead regular business reviews
• Drive client growth, retention and account strategy including scope changes and renewals
• Build cost models, manage profitability and coordinate with Finance on invoicing
• Lead and develop supervisors, team leads, project managers, agents and moderators
• Ensure performance against SLAs and KPIs and drive process improvements and tooling updates

What they're looking for

• 5+ years in BPO, contact centre or digital engagement, with at least 2 years in a management role
• Hands-on experience with customer support, moderation, social media or community management
• Experience in client-facing work and managing relationships or contracts
• Data-driven with experience using data to improve performance and meet SLAs
• Strong written and verbal communication, organized and adaptable under shifting priorities
• Understanding of AI and automation in customer service or moderation

For applicants in Nigeria

• The listing states locations Jamaica, Nigeria or Costa Rica and does not specify a travel requirement; confirm during interview.
• Location options include Nigeria; timezone expectations are not specified in the listing, confirm during interview.
• Pay type not stated; no explicit contractor vs employee status is provided, confirm during interview.
• Visa or work-authorization notes are not stated; confirm if work eligibility is required.