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. This role involves working closely with the Chief Client Officer to drive client growth and lead a team, serving trusted clients like Mastercard, Calm, and WeTransfer.

Are you ready to shape operations and deliver results? Here’s what the role entails:

Key Responsibilities:

• Own the account, ensuring commercial success, operational excellence, and a stellar reputation. Conduct ops calls, monthly business reviews, and quarterly strategy sessions, providing transparent performance insights and risk assessments to client leadership.
• Negotiate with clients to define SLAs, KPIs, rates, and project scope, while collaborating with Legal and Finance on MSAs, SOWs, and amendments. Internally, secure resources, 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, then transition leadership to a designated lead. Expand language and time-zone coverage as clients enter new markets.
• Establish SOPs, escalation protocols, QA criteria, and knowledge base ownership. Conduct root-cause reviews after major failures to improve processes, not just address individuals.
• Plan for peak seasons and disruptions, lead service recovery efforts, and adapt support to align with the real customer journey.
• Develop and manage the team lead and supervisor layer, maintain low attrition and high engagement, and cultivate at least one successor to ensure continuity.

Requirements:

• 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 stay calm, organized, and decisive with incomplete information (e.g., 70% of the facts).

Benefits:

• Flexible work hours during business operations.
• Full remote cooperation.
• 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.
• Opportunities for self-development in a supportive, trust-based culture.
• No time-tracking requirements.