Key Account Manager at SupportYourApp

SupportYourApp is a global Intelligent Support-as-a-Service company, partnering with 250+ tech companies across 30+ countries to deliver secure customer and technical support. Join as a Key Account Manager to work alongside the Chief Client Officer, shaping account growth and leading teams trusted by clients like Mastercard, Calm, and WeTransfer.

What You Will Do:

• Own the account, ensuring commercial success, operational excellence, and reputation management. Conduct ops calls, monthly business reviews, and quarterly strategy sessions, providing honest performance insights to client leadership.
• Negotiate with clients on SLAs, KPIs, rates, and scope, while collaborating with Legal and Finance on MSAs, SOWs, and amendments. Internally, secure resources like headcount, tooling, and training capacity.
• Transform vague client requests into structured, costed, and staffed workstreams. Push back on unrealistic demands and manage difficult conversations regarding missed SLAs, escalations, or declined requests.
• Build and launch teams from scratch, including hiring, training, QA, reporting, and go-live phases. Oversee language and timezone expansion as clients enter new markets.
• Establish SOPs, escalation paths, QA criteria, and knowledge base ownership. Conduct root-cause reviews after serious misses to improve processes, not punish individuals.
• Plan for peak seasons and disruptions, lead service recovery, and adapt support to align with the real guest journey.
• Develop and manage the team lead and supervisor layer, maintain low attrition and high engagement, and cultivate successors to ensure account continuity.

What You Need to Succeed:

• Proficiency in English at a C1 level or higher.
• Hands-on experience in hospitality, such as roles in hotels, travel companies, OTAs, or booking platforms.
• 2+ years of experience leading operations, account management, service delivery, or customer success, including managing 24/7 teams of 100+ people through team leads.
• A proven track record of growing accounts, launching new service lines or teams, and building processes from the ground up, including SOPs, QA, and escalation protocols.
• Experience with peak-season planning, service recovery, and workforce management, including forecasting, scheduling, occupancy, and shrinkage.
• Confidence using CRM, helpdesk, and workforce management tools like Zendesk, Salesforce, Intercom, or Freshdesk.
• Real-world negotiation experience with client decision-makers.
• The ability to remain calm, organized, and decisive with incomplete information (e.g., 70% of the facts).

Benefits:

• Flexible work hours during business operations.
• Full remote collaboration opportunities.
• Inclusive international work environment.
• Compensation in USD.
• Referral rewards for bringing in new talent.
• Work-life balance with an internal health policy.
• Supportive leadership focused on your growth and long-term engagement.
• Greenhouse conditions for self-development.
• Trust-based culture with no time-tracking requirements.