Account Management Team Lead

Team Lead, Account Manager Ilir Sela started Slice with the belief that local pizzerias deserve all of the advantages of major franchises without compromising their independence. Starting with his family’s pizzerias, we now empower over tens of thousands of restaurants with the technology, services, and collective power that owners need to better serve their digitally minded customers and build lasting businesses. We’re growing and adding more talent to help fulfil this valuable mission. That’s where you come in. The Challenge to Solve Empower small business owners with the premier commerce enablement solution for local, independent pizzerias. The Role This role will oversee a team of key account managers who leverage the entire Slice platform to power their shops who are critical to our business. You'll play a crucial role in the growth & success of your team, and by extension their shop partners and Slice. The ideal candidate will bring a deep understanding of leadership, a strong ability to manage long-term client relationships, and a proven track record of solving problems. The Team The Account Management team is at the heart of our organization, championing Slice’s relationships with our key accounts and providing an exceptional experience to these key customers. The team consists of individuals across Macedonia, and different sites in North America. This role reports to the Head of Account Management. Please note that this is an on-site, full-time position, and working hours are from 4pm to 12am, Monday-Friday. Key Responsibilities • Lead a team of Account Managers • Manage a small portfolio of Key Accounts • Manage escalations, cancellations and customer complaints • Ensure shop partners receive timely, proactive, and solutions-oriented support that exceeds their expectations. • Partners cross functionally across Slice to ensure the shop success checklist is applied to all Key Accounts. • Gather feedback, monitor and support internal and external stakeholders • Help us build a forward focused, performance driven, Slice first culture in Account Management The Winning Recipe We’re looking for results driven, ambitious, and customer-centric leaders who are excited to lead people and provide world-class solutions to independent pizzerias. These are the core competencies this role calls for: • 4+ years of experience managing enterprise-level clients in a B2B or marketplace environment (experience in the restaurant or hospitality industry is highly preferred) • Strong track record of individual performance • Proven ability to manage complex, high-value accounts with a focus on retention and growth • Proven ability to handle customer complaints, escalations, or high-risk situations with calm and clarity • Demonstrated the ability to mentor peers, lead projects, share best practices, and serve as a trusted point of contact for team support and guidance. • Evidence of strong analytical ability to interpret complex data sets and translate insights into actionable strategies to improve performance metrics • Proficiency on the Slice platform, products and our customer base • Strong interpersonal, communication, and negotiation skills • Proficiency in Salesforce, Slack, Excel, and other account management tools • Strategic mindset with strong analytical and problem-solving skills • Team first individual, that enjoys working in a team environment and brings a positive mindset • Fluency in multiple languages is a strong plus The Extras Working at Slice means more than a job - it's a place where your growth actually gets invested in. • Paid training from day one - we invest in your success from the start with fully paid on-the-job training • Career growth that's real - clear paths to grow within your team and across the organization, backed by close coaching from team leads and trainers • Learning & Development program - because your skills should keep growing long after onboarding • Referral program - help us grow the team and get rewarded for it • Wellbeing program - a dedicated wellness stipend for your physical and mental health • Competitive salary - plus night hour supplements and extra payments • A team that knows how to have fun - ping pong tournaments, Pizza Fridays, and summer parties are just part of the package The Hiring Process You’ll find a summary of your expected interview process below and we’ll stick to this as closely as possible, but please note this may be subject to change. • Application • 30 minute video call with recruiter • 30 minute video call with Account Manager Team Leads • Final Interview • Offer! How to apply? We do not use agencies as we have a strong network of referrals, and also want you to have the best recruiting experience possible. A CV gives us a good idea of your background and we are interested in your latest work and projects. Education is great to see, but it's not overly important to us. Pizza brings people together. Slice is no different. We’re an Equal Opportunity Employer and embrace a diversity of backgrounds, cultures, and perspectives. We do not discriminate on the basis of race, color, gender, sexual orientation, gender identity or expression, religion, disability, national origin, protected veteran status, age, or any other status protected by applicable national, federal, state, or local law. Privacy Notice Statement of Acknowledgment When you apply for a job on this site, the personal data contained in your application will be collected by Slice. Slice is keeping your data safe and secure. Once we have received your personal data, we put in place reasonable and appropriate measures and controls to prevent any accidental or unlawful destruction, loss, alteration, or unauthorised access. If selected, we will process your personal data for hiring /employment processes, as well as our legal obligations. If you are not selected for the job position and you have given consent on the question below (by selecting "Give consent") we will store and process your personal data and submitted documents (CV) to consider eligibility for employment up to 365 days (one year). You have the right to withdraw your previously given consent for storing your personal data and CV in the Slice database considering eligibility for employment for a year. You have the right to withdraw your consent at any time.