Key Account Manager at SupportYourApp

SupportYourApp is a global Intelligent Support-as-a-Service company. Since 2010, they’ve partnered with 250+ tech companies across 30+ countries to deliver secure customer and technical support.

Join their team as a Key Account Manager. You’ll collaborate with the Chief Client Officer to drive client growth, lead operations, and ensure success for a company trusted by 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 and risk assessments to client leadership.
• Negotiate on both sides: with clients to agree on SLAs, KPIs, rates, and scope, and internally to secure headcount, hiring priority, tooling, and training capacity. Work with Legal and Finance on MSAs, SOWs, and amendments.
• Transform vague client requests into scoped, costed, and staffed workstreams. Push back on unrealistic demands and manage hard conversations regarding missed SLAs, escalations, or declined requests.
• Build and launch teams from scratch, including hiring, training, QA, reporting, and go-live, then transition them to a lead. Expand language and timezone coverage as clients enter new markets.
• Establish SOPs, escalation paths, QA criteria, knowledge base ownership, and handover processes. 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 groom at least one successor to ensure account continuity even when you’re offline.

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 (WFM) tools like Zendesk, Salesforce, Intercom, or Freshdesk.
• Real-world negotiation experience with client decision-makers.
• The ability to stay calm, organized, and decisive with incomplete information (e.g., when you only have 70% of the data).

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 internal health policies.
• Supportive leadership focused on your growth and long-term engagement.
• Greenhouse conditions for self-development.
• Culture built on trust with no time-tracking requirements.