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 collaborate with the Chief Client Officer, drive client growth, and lead operations 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 transparent performance insights and risk assessments to client leadership.
• Negotiate effectively on both sides: align with clients on SLAs, KPIs, rates, and scope, while coordinating with Legal and Finance on MSAs, SOWs, and amendments. Internally, secure resources like headcount, hiring priorities, tooling, and training capacity.
• Transform vague client requests into structured, costed, and staffed workstreams. Push back on unrealistic demands, manage hard conversations regarding missed SLAs, escalations, or declined requests.
• Build and launch teams from scratch, including hiring, training, QA, reporting, and go-live phases. Transition leadership to a designated lead while expanding language and timezone coverage as clients enter new markets.
• Establish SOPs, escalation paths, QA criteria, and knowledge base ownership. Conduct root-cause reviews post-serious misses to refine processes rather than blame individuals.
• Plan for peak seasons and disruptions, lead service recovery, and adapt support to align with the real guest journey.
• Develop and mentor the team lead and supervisor layer, maintain low attrition and high engagement, and cultivate 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 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 cooperation 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 collaboration.
• Greenhouse conditions for self-development.
• A culture built on trust, with no time-tracking requirements.