[Hiring] Key Account Manager @SupportYourApp

Role Description

Join our supporters as a Key Account Manager. You'll work with our Chief Client Officer to help a client grow and lead the team behind it.

• Own the account: Responsible for its commercial results, operations, and reputation. Run ops calls, monthly business reviews, and quarterly strategy sessions, providing client leadership with an honest read of performance and risks.
• Negotiate on both sides: Agree on SLAs, KPIs, rates, and scope with the client, while working with Legal and Finance on MSAs, SOWs, and amendments. Internally, secure headcount, hiring priority, tooling, and training capacity.
• Turn requests into plans: Transform vague asks into scoped, costed, and staffed workstreams. Push back when necessary and handle hard conversations about missed SLAs, escalations, or requests we won't take on.
• Build and launch teams: Set up new teams from zero, including hiring, training, QA, reporting, and go-live, then hand them to a lead. Grow language and time-zone coverage as the client enters new markets.
• Create structure: Establish SOPs, escalation paths, QA criteria, knowledge base ownership, and shift handovers. Conduct root-cause reviews after serious misses to fix processes.
• Plan for the travel calendar: Prepare the team for peak seasons and disruptions, lead service recovery, and adapt support to the real guest journey.
• Lead through leaders: Build the team lead and supervisor layer, maintain attrition and engagement on target, and grow at least one successor for continuity.

Qualifications

• English at C1 level or above.
• Hands-on experience in hospitality, such as working in hotels, travel companies, OTAs, or booking platforms.
• 2+ years leading operations, account management, service delivery, or customer success, including running 24/7 teams of 100+ people through team leads.
• A track record of growing accounts, such as launching a new service line or team, and building processes from close to nothing, including SOPs, QA, and escalations.
• Experience with peak-season planning, service recovery, and workforce management, including forecasting, scheduling, occupancy, and shrinkage.
• Confidence with CRM, helpdesk, and WFM tools such as Zendesk, Salesforce, Intercom, or Freshdesk.
• Real negotiation experience with client decision-makers.
• The ability to stay calm, organized, and decisive when you only have 70% of the information.

Benefits

• Providing services during business hours.
• Opportunity to cooperate fully remotely.
• Inclusive international environment.
• Compensation in USD.
• Rewards for referring friends.
• Balance between project workload and personal time, along with an internal health policy.
• Responsive leadership interested in your growth and long-lasting cooperation.
• Greenhouse conditions for self-development.
• A culture built on trust, with no time-tracking requirements.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.