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 grow client accounts, lead operational teams, and ensure high performance. The company is trusted by industry leaders like Mastercard, Calm, and WeTransfer.

What You Will Do:

• Own the account, ensuring commercial success, operational efficiency, and a strong reputation. Conduct ops calls, monthly business reviews, and quarterly strategy sessions, providing honest performance insights and risk assessments.
• Negotiate with clients on SLAs, KPIs, rates, and scope, while internally securing resources like headcount, hiring priority, tooling, and training capacity. Work closely with Legal and Finance on MSAs, SOWs, and amendments.
• Convert 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 processes. Oversee language and timezone coverage 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 rather than blame individuals.
• Plan for peak seasons and disruptions, lead service recovery efforts, and adapt support to align with the real guest journey.
• Develop and lead the team’s supervisory layer, manage attrition and engagement, and cultivate successors 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 tools like Zendesk, Salesforce, Intercom, or Freshdesk.
• Real negotiation experience with client decision-makers.
• The ability to stay 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.
• Culture built on trust with no time-tracking requirements.