Global Key Account & Operations Leader (Remote)

SupportYourApp; Polska; Remote; PLN 272.000 - 428.000; Vollzeit

Benefits dieser Stelle

Remote work

International environment

USD compensation

Referral rewards

Growth opportunities

No time tracking

Zusammenfassung

SupportYourApp is seeking a seasoned Key Account Manager to own a global account and lead a large client team. You will partner with the Chief Client Officer to drive performance, manage relationships, and navigate complex contracts and service delivery while balancing client needs with company interests.

You will coordinate workstreams, oversee SLA performance, and mentor a high-performing team across ops, RACI, and escalation paths.

Qualifikationen

• English at C1 level or above.
• At least 2 years of leadership experience in Customer Support operations.
• Experience with hospitality, travel, or booking platforms.
• Experience managing Customer Support teams of 50+ people.
• Strong client-facing communication and stakeholder management skills.
• Operational leadership and end-to-end ownership of a complex client account.
• Experience improving operational processes (SOPs, escalation paths, reporting).
• Availability to work hours that overlap with the client's schedule.

Aufgaben

• Own the account health, performance, risks, and client relationships.
• Discuss SLAs, KPIs, and service delivery with the client; defend company interests when needed.
• Turn vague requests into scoped, staffed workstreams; manage escalations and missed SLAs.
• Maintain and improve operations; drive SOPs, escalation paths, reporting, and handovers.
• Lead through leaders by setting priorities and delegating across the team.
• Handle account administration including invoicing, documentation, onboarding/offboarding for ~100 people.
• Plan for travel calendar and peak seasons, support service recovery.

Kenntnisse

Leadership experience

Client-facing communication

End-to-end ownership

Stakeholder management

Decisive under uncertainty

Tools

Zendesk

Salesforce

Intercom

Freshdesk

Jobbeschreibung

SupportYourApp is seeking a seasoned Key Account Manager to own a global account and lead a large client team. You will partner with the Chief Client Officer to drive performance, manage relationships, and navigate complex contracts and service delivery while balancing client needs with company interests.

You will coordinate workstreams, oversee SLA performance, and mentor a high-performing team across ops, RACI, and escalation paths.