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.

This role is ideal for someone who thrives in shaping operations and building long-term client relationships.

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 and risk assessments.
• Negotiate with clients to define SLAs, KPIs, rates, and project scope. Work internally with Legal and Finance on MSAs, SOWs, and amendments. 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 tough conversations about missed SLAs, escalations, or declined requests.
• Build and launch teams from scratch—hiring, training, QA, reporting, and go-live—then transition leadership to a team lead. Expand language and time-zone coverage as clients enter new markets.
• Establish SOPs, escalation paths, QA criteria, knowledge base ownership, and shift handovers. Conduct root-cause reviews after major misses to improve processes, not punish individuals.
• Plan for peak seasons, disruptions, and service recovery. Adapt support to align with the real customer journey.
• Develop and lead the team’s supervisory layer, manage attrition and engagement, and cultivate successors to ensure continuity even when you’re unavailable.

What You Need to Succeed:

• Proficiency in English at a C1 level or higher.
• Hands-on experience in hospitality, such as working in hotels, travel companies, OTAs, or booking platforms.
• 2+ years 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 during business hours.
• Full remote cooperation.
• Inclusive international 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 collaboration.
• Opportunities for self-development in a trust-based culture.
• No time-tracking requirements.