Key Account & Ops Leader — Remote

SupportYourApp, Inc.; Herentals, Gent, Luik; Hybrid; EUR 80,000 - 116,000; Full time

Benefits offered by this job

Remote work option

USD compensation

Growth opportunities

Referral bonuses

No time tracking

Job summary

SupportYourApp, Inc. is seeking a proactive Key Account Manager to own one strategic client. You will drive operational performance, manage relationships with multiple stakeholders, and oversee the end-to-end health of the account.

Based remotely, you will guide SLA adherence, KPIs, and service delivery, participate in commercial discussions, and translate vague requests into actionable plans while maintaining a calm, decisive leadership style.

Qualifications

• English at C1 level or above.
• At least 2 years of leadership experience in Customer Support operations.
• Experience in hospitality, travel, or booking platforms.
• Experience managing Customer Support teams of 50+ people.

Responsibilities

• Own the account and monitor overall health including performance and risks.
• Lead ops calls and business reviews with client stakeholders.
• Discuss SLAs, KPIs, and service delivery with the client.
• Turn vague asks into clear, staffed workstreams.
• Maintain and improve operations, SOPs, escalation paths, and reporting.
• Plan travel calendar and support service recovery.

Skills

Leadership experience

Client-facing communication

Stakeholder management

Operational ownership

Tools

Zendesk

Salesforce

Intercom

Freshdesk

Job description

SupportYourApp, Inc. is seeking a proactive Key Account Manager to own one strategic client. You will drive operational performance, manage relationships with multiple stakeholders, and oversee the end-to-end health of the account.

Based remotely, you will guide SLA adherence, KPIs, and service delivery, participate in commercial discussions, and translate vague requests into actionable plans while maintaining a calm, decisive leadership style.