Global Key Account Manager — Remote Ops Leader & Growth

SupportYourApp; Warszawa; Remote; PLN 90,000 - 150,000; Full time

Benefits offered by this job

Remote cooperation

USD compensation

International environment

Performance rewards

Work-life balance

Growth opportunities

Job summary

SupportYourApp is seeking a proactive Key Account Manager to own client accounts, drive commercial results, and lead operations, reviews, and strategy sessions with the Chief Client Officer.

You will negotiate SLAs and budgets, turn requests into actionable plans, build and hand over new teams, expand language and time-zone coverage, and establish SOPs and escalation paths while maintaining calm, organized leadership.

Qualifications

• English at C1 level or above.
• Hands-on hospitality experience (hotels, travel, OTAs, or booking platforms).
• 2+ years leading operations, account management, service delivery, or customer success.
• Track record of growing accounts and building processes (SOPs, QA, escalations).
• Experience with peak-season planning, service recovery, and workforce management.
• Proficient with CRM, helpdesk, and WFM tools (Zendesk, Salesforce, Intercom, Freshdesk).
• Strong negotiation experience with client decision-makers.
• Calm, organized, and decisive with incomplete information (70%).

Responsibilities

• Own the account's commercial results, operations, and reputation; run ops calls and reviews.
• Negotiate SLAs, KPIs, rates, and scope; coordinate MSAs, SOWs, amendments; secure resources.
• Turn vague asks into scoped, costed, and staffed workstreams; handle escalations.
• Build and launch teams, hire, train, QA, reporting, go-live; grow language/time-zone coverage.
• Create structure with SOPs, escalation paths, knowledge base ownership, shift handovers.
• Plan travel calendar; prepare for peak seasons; service recovery and guest journey adaptation.
• Lead through leaders; develop leadership layer; manage attrition and growth.

Skills

English C1

Hospitality experience

Account management

CRM tools

Tools

Zendesk

Salesforce

Intercom

Freshdesk

Job description

SupportYourApp is seeking a proactive Key Account Manager to own client accounts, drive commercial results, and lead operations, reviews, and strategy sessions with the Chief Client Officer.

You will negotiate SLAs and budgets, turn requests into actionable plans, build and hand over new teams, expand language and time-zone coverage, and establish SOPs and escalation paths while maintaining calm, organized leadership.