Key Account Manager & Operations Lead

About This Role

This role combines key account management with operational leadership, focusing on client growth and team management within the customer support domain. It suits a candidate who can confidently manage client relationships, drive operational improvements, and lead through others to ensure smooth service delivery.

Responsibilities

• Own the account, being accountable for its overall health, operational performance, client relationship, and risks
• Lead operations calls and regular business reviews
• Build relationships with several client stakeholders and provide honest performance and risk assessments to client leadership
• Manage the client relationship with confidence, discussing SLA compliance, KPIs, and service delivery
• Explain operational decisions and present solutions to the client
• Diplomatically push back and defend company interests while balancing client needs
• Take part in commercial discussions, with support from Legal and Finance on contracts, rates, and scope
• Turn vague client requests into clear, scoped, and staffed workstreams
• Challenge requests that do not add up and handle difficult conversations about missed SLAs, escalations, or unaccepted requests
• Maintain and improve operations, ensuring a large existing Support operation runs smoothly
• Spot weaknesses before they escalate and drive improvements in SOPs, escalation paths, reporting, and handovers
• Lead or coordinate a root-cause review after every serious SLA breach to fix processes, not individuals, and follow up on actions
• Set priorities, delegate across the existing account team, and ensure decisions are implemented
• Maintain engagement and attrition on target and develop a successor
• Handle account administration, including invoicing, account documentation, and onboarding and offboarding for a team of around 100 people
• Plan for the travel calendar and help prepare the team for peak seasons and disruptions
• Support service recovery and adapt support to the real guest journey

Requirements

• English at C1 level or above
• At least 2 years of leadership experience in Customer Support operations (e.g., Support Manager, Head of Support, Service Delivery Lead)
• Experience in hospitality, travel, or booking platforms (e.g., hotels, travel companies, OTAs, accommodation marketplaces)
• Experience managing Customer Support teams of 50+ people
• Strong client-facing communication and stakeholder management skills
• Proven operational leadership and end-to-end ownership of a complex client account, including its performance, risks, and day-to-day health
• Experience improving operational processes, such as SOPs, escalation paths, reporting, or root-cause reviews
• Availability to work hours that overlap with the client's schedule
• Ability to stay calm, organized, and decisive when information is incomplete

Nice to have:

• Direct experience with commercial negotiations, pricing, and contract renewals
• A track record of growing accounts
• Contract drafting or legal expertise
• Advanced workforce management and forecasting skills
• Experience with peak-season planning and service recovery
• Experience with CRM or helpdesk platforms such as Zendesk, Salesforce, Intercom, or Freshdesk

Benefits

• Providing services during business hours
• Opportunity to cooperate fully remotely
• Inclusive international environment
• Compensation in USD
• Rewards for referring friends
• Balance between project workload and personal time, and internal health policy
• Responsive leadership interested in your growth and long-lasting cooperation
• Greenhouse conditions for self-development
• A culture built on trust, with no time-tracking requirements

Application Process

• Send your CV in English

About the Company

SupportYourApp is a global Intelligent Support-as-a-Service company. Since 2010, it has partnered with over 250 tech companies in more than 30 countries to deliver secure customer and technical support.