Key Account & Operations Leader - Remote

SupportYourApp; Województwo mazowieckie; Remote; PLN 233,000 - 369,000; Full time

Benefits offered by this job

Fully remote cooperation

USD compensation

International environment

Refer-a-friend rewards

Long-term cooperation growth

Job summary

SupportYourApp is seeking a Senior Key Account Manager to own a large account, lead cross-functional teams, and drive service delivery for enterprise clients. You will manage relationships with stakeholders, discuss SLAs and KPIs, and steer outcome-focused improvements across the operation.

You will coordinate end-to-end activities, including commercial discussions, staffing plans, and process optimisations, while ensuring strong client satisfaction and long-term account growth.

Qualifications

• 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 (hotels, travel companies, OTAs, accommodation marketplaces).
• Experience managing Customer Support teams of 50+ people.
• Strong client-facing communication and stakeholder management skills; able to push back diplomatically.
• Proven operational leadership and end-to-end ownership of a complex client account.

Responsibilities

• Own the account. Lead overall health: performance, relationships, risks; run ops calls and reviews; engage client leadership on performance and risks.
• Discuss SLA compliance, KPIs, and service delivery; explain decisions; participate in commercial discussions with Legal and Finance.
• Turn vague asks into scoped, staffed workstreams; challenge inconsistencies; handle difficult conversations on missed SLAs.
• Maintain and improve operations; drive SOPs, escalation paths, reporting, handovers; coordinate post-SLA breach root-cause reviews.
• Lead through leaders; set priorities, delegate; ensure decisions are implemented; manage engagement and turnover; develop successors.
• Handle account administration: invoicing, documentation, onboarding/offboarding for ~100-person team.
• Plan for travel calendar; prepare team for peak seasons; support service recovery and adapt to guest journeys.

Skills

Leadership experience

Client relationship management

Operational ownership

Stakeholder management

Contract negotiations

Tools

Zendesk

Salesforce

Intercom

Freshdesk

Job description

SupportYourApp is seeking a Senior Key Account Manager to own a large account, lead cross-functional teams, and drive service delivery for enterprise clients. You will manage relationships with stakeholders, discuss SLAs and KPIs, and steer outcome-focused improvements across the operation.

You will coordinate end-to-end activities, including commercial discussions, staffing plans, and process optimisations, while ensuring strong client satisfaction and long-term account growth.