Remote Key Account & Operations Lead

SupportYourApp; Belgique; Remote; EUR 80,000 - 116,000; Full time

Benefits offered by this job

Remote work

USD compensation

Global team environment

Referral program

Growth opportunities

No time tracking

Job summary

SupportYourApp is looking for a proactive Key Account Manager to own a high-profile client account and drive end-to-end service delivery. You will lead a large support operation, oversee SLAs and KPIs, and partner with Legal and Finance on contracts, pricing, and scope.

This role emphasizes strategic client partnerships, scalable processes, and cross-functional leadership. You will manage relationships with multiple client stakeholders, turning vague requests into concrete plans, and ensuring

Qualifications

• English at C1 level or above.
• 2+ years of leadership in Customer Support operations.
• Experience in hospitality, travel, or booking platforms.
• Experience managing 50+ Customer Support staff.
• Strong client-facing communication and stakeholder management.
• Operational leadership and end-to-end ownership of a complex client account.
• Experience improving SOPs, escalation paths, reporting, or root‑cause reviews.
• Availability to work hours overlapping the client’s schedule.
• Ability to stay calm and decisive with partial information.

Responsibilities

• Own the account's overall health including performance, relationship, and risks.
• Lead ops calls and regular business reviews with client stakeholders.
• Discuss SLAs, KPIs, and service delivery; support commercial discussions.
• Turn vague requests into clearly scoped, staffed workstreams.
• Maintain large support operations and drive SOPs and reporting improvements.
• Set priorities and delegate across the account team to ensure progress.
• Coordinate onboarding/offboarding and invoicing for ~100-person team.

Skills

Leadership

Customer Support Ops

English proficiency

Stakeholder Mgmt

Large team mgmt

Tools

Zendesk

Salesforce

Intercom

Freshdesk

Job description

SupportYourApp is looking for a proactive Key Account Manager to own a high-profile client account and drive end-to-end service delivery. You will lead a large support operation, oversee SLAs and KPIs, and partner with Legal and Finance on contracts, pricing, and scope.

This role emphasizes strategic client partnerships, scalable processes, and cross-functional leadership. You will manage relationships with multiple client stakeholders, turning vague requests into concrete plans, and ensuring