[Hiring] Key Account Manager & Operations Lead @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: accountable for overall health, operational performance, client relationship, and risks.
• Manage the client relationship with confidence: discuss SLA compliance, KPIs, and service delivery; explain operational decisions and present solutions.
• Turn requests into plans: transform vague asks into clear, scoped, and staffed workstreams; handle hard conversations about missed SLAs and escalations.
• Maintain and improve operations: keep existing Support operation running smoothly; drive improvements in SOPs, escalation paths, reporting, and handovers.
• Lead through leaders: set priorities, delegate across the account team, and ensure decisions are implemented.
• Handle account administration: manage invoicing, account documentation, and onboarding/offboarding for a team of around 100 people.
• Plan for the travel calendar: prepare the team for peak seasons and disruptions, support service recovery, and adapt support to the real guest journey.

Qualifications

• English at C1 level or above.
• At least 2 years of leadership experience in Customer Support operations (e.g., Support Manager, Head of Support, Service Delivery Lead).
• Experience in hospitality, travel, or booking platforms (e.g., hotels, travel companies, OTAs).
• Experience managing Customer Support teams of 50+ people.
• Strong client-facing communication and stakeholder management skills.
• Proven operational leadership and end-to-end ownership of a complex client account.
• Experience improving operational processes (e.g., SOPs, escalation paths, reporting).
• Availability to work hours that overlap with the client's schedule.
• Ability to stay calm, organized, and decisive with limited information.

Requirements

• Direct experience with commercial negotiations, pricing, and contract renewals.
• A track record of growing accounts.
• Contract drafting or legal expertise.
• Advanced workforce management and forecasting skills.
• Experience with peak-season planning and service recovery.
• Experience with CRM or helpdesk platforms (e.g., Zendesk, Salesforce, Intercom, Freshdesk).

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.
• A culture built on trust, with no time-tracking requirements.