[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.
• Provide client leadership with an honest read of performance and risks.
• Negotiate SLAs, KPIs, rates, and scope with the client.
• Work with Legal and Finance on MSAs, SOWs, and amendments.
• Secure headcount, hiring priority, tooling, and training capacity internally.
• Turn vague requests into scoped, costed, and staffed workstreams.
• Handle hard conversations about missed SLAs, escalations, or requests we won't take on.
• Build and launch teams from zero, including hiring, training, QA, reporting, and go-live.
• Grow language and time-zone coverage as the client enters new markets.
• Create structure with SOPs, escalation paths, QA criteria, knowledge base ownership, and shift handovers.
• Run root-cause reviews after serious misses to fix processes.
• Plan for the travel calendar, preparing the team for peak seasons and disruptions.
• Lead through leaders, building the team lead and supervisor layer.
• Keep attrition and engagement on target, growing at least one successor.

Qualifications

• English at C1 level or above.
• Hands-on experience in hospitality (hotels, travel companies, OTAs, or booking platforms).
• 2+ years leading operations, account management, service delivery, or customer success.
• Experience running 24/7 teams of 100+ people through team leads.
• Track record of growing accounts, launching new service lines or teams, and building processes.
• Experience with peak-season planning, service recovery, and workforce management.
• Confidence with CRM, helpdesk, and WFM tools (e.g., Zendesk, Salesforce, Intercom, Freshdesk).
• Real negotiation experience with client decision-makers.
• Ability to stay calm, organized, and decisive with limited 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.
• 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.