[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 the account's overall health: operational performance, client relationship, and risks. Lead ops calls and regular business reviews, build relationships with several client stakeholders, and provide client leadership with an honest read of performance and risks.
• Manage the client relationship with confidence: Discuss SLA compliance, KPIs, and service delivery with the client, explain operational decisions, and present solutions. Push back diplomatically and defend the company's interests while balancing the client's needs. Participate in commercial discussions with support from Legal and Finance on contracts, rates, and scope.
• Turn requests into plans: Transform vague asks into clear, scoped, and staffed workstreams, challenge inconsistencies, and handle difficult conversations about missed SLAs, escalations, or requests we won't take on.
• Maintain and improve operations: Keep a large existing Support operation running smoothly, spot weaknesses before they escalate, and drive improvements in SOPs, escalation paths, reporting, and handovers. Lead or coordinate a root-cause review after serious SLA breaches that fixes the process, not the person, and follow up on the actions.
• Lead through leaders: Set priorities, delegate across the existing account team, and ensure decisions are implemented. Keep engagement and attrition on target and develop a successor for continuity.
• Handle account administration: Stay hands-on with invoicing, account documentation, and onboarding and 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, accommodation marketplaces).
• 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, root-cause reviews).
• Availability to work hours that overlap with the client's schedule.
• The 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.