Account Management Support

TravelPerk•Chicago, IL

45d•$62,000 - $67,000•Hybrid

About The Position

We're looking for an energetic, organized, and customer-obsessed Account Management Support (AMS) Specialist to help elevate the experience of our unmanaged customers while freeing up capacity for our Account Managers to focus on strategic work. As part of our AM Support team, you'll be one of the first points of contact for inbound inquiries - along with proactive account management activities such as re-engaging inactive accounts, surfacing growth opportunities, and supporting AMs with operational tasks. You'll help deliver a seamless, consistent, and proactive customer experience that strengthens retention and fuels revenue expansion. If you love solving problems, finding efficiencies, and connecting with customers, this is the role for you.

Requirements

A highly organized, detail-oriented approach to managing a high volume of tasks
Excellent written communication and a customer-first mindset
Strong prioritization skills, especially in a fast-moving environment
Creative problem-solving and a proactive approach to improving processes
Comfort navigating operational tasks and collaborating cross-functionally

Nice To Haves

Zendesk experience (strong plus!)
Experience in customer support, coordination, or AM-adjacent roles
Project management or workflow improvement experience
A process-driven mindset with the ability to identify scalable efficiencies

Responsibilities

Own the AM Support Inbox: Manage and respond to inbound customer inquiries through the Account Management Zendesk queue-delivering clear, timely support across a wide range of low-complexity requests. You'll troubleshoot issues, lead basic trainings, and ensure every customer feels supported and understood.
Drive Proactive Retention & Growth: Run churn-prevention and reactivation playbooks for at-risk or inactive accounts. You'll identify "diamonds in the rough" among unmanaged customers, spot usage signals, and recommend upsell and cross-sell opportunities such as Premium/Pro plans, FlexiPerk, Events/MICE, and more.
Support AM Operational Excellence: Take on key administrative and operational tasks that keep our AM engine running smoothly-bug follow-ups, price discrepancy investigations, charge reconciliations, and internal ticketing. You'll maintain accurate trackers and collaborate closely with Product, Accounting, and other teams.
Help Us Scale the AM Function: Through structured workflows, sharp prioritization, and a proactive mindset, you'll help us deliver faster response times, reduce burnout across the AM team, and create consistent coverage for unmanaged customers.

Benefits

Receive competitive compensation and equity ownership in Perk
Rest and recharge with our generous allocation of 20 vacation days and 12 public holidays
Enjoy the flexibility of three medical plans to choose from, with company contributions and an HSA when enrolling in an HDHP medical plan
Take control of your physical health with additional comprehensive benefit plans, covering dental, vision and Wellhub's gym subscription from your start date
Rest assured that you're covered by life and disability policies from your start date, with options to add extra protection through voluntary buy-up plans
Plan for your future with our 401(k) plan with company matching contributions
Care for your furry friends through partner discounts on pet insurance
Join our unforgettable Perk events, including our spectacular annual summer party
Always feel supported with Spring Health, our market-leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones
Focus on your family with 12-16 weeks' paid parental leave
Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes
Broaden your horizons with up to 20 "Work from Anywhere" days per year
Follow your passions and take a four-week, fully paid sabbatical once you reach 5 years
Let us help you move to one of our hubs with relocation support