Remote Key Account Leader: Scale Global Support Teams

SupportYourApp; Poznań; Remote; PLN 235,000 - 352,000; Full time

Benefits offered by this job

Remote work possible

Compensation in USD

Career growth opportunities

Flexible hours

Inclusive international environment

SupportYourApp culture and growth

Job summary

SupportYourApp is seeking a proactive Key Account Manager to own client accounts, drive commercial results, and lead cross‑functional teams. You will run operational reviews, negotiate terms, and turn requests into costed, staffed plans while expanding language/time-zone coverage across hubs.

Remote collaboration and international client exposure are built in. You will coordinate with client leadership, build SOPs, manage escalations, and mentor a growing team, ensuring sustained performance and

Qualifications

• English at C1 level or above.
• Hands-on experience in hospitality (hotels, travel, OTAs, or booking platforms).
• 2+ years leading operations, account management, service delivery, or customer success.
• Track record of growing accounts and launching new services.
• Experience with peak-season planning and workforce management.
• Proficiency with CRM/helpdesk/WFM tools (Zendesk, Salesforce, Intercom, Freshdesk).
• Strong negotiation experience with client decision-makers.
• Ability to stay calm and decisive with incomplete information.

Responsibilities

• Own the account's commercial results, operations, and reputation; lead reviews and strategy sessions.
• Negotiate SLAs, KPIs, rates, and scope; coordinate MSAs, SOWs, and amendments.
• Translate requests into scoped, costed workstreams; manage escalations and missed SLAs.
• Build and launch new teams, hire, train, and hand to a lead; expand coverage.
• Create SOPs, QA criteria, knowledge bases, and effective handovers.
• Plan travel calendar, peak seasons, service recovery, and guest journey adaptations.
• Develop leadership layers and succession plans to ensure continuity.

Skills

English (C1)

Hospitality experience

Operations leadership

Account growth

Peak-season planning

CRM tools proficiency

Negotiation experience

Calm under pressure

Tools

Zendesk

Salesforce

Intercom

Freshdesk

Job description

SupportYourApp is seeking a proactive Key Account Manager to own client accounts, drive commercial results, and lead cross‑functional teams. You will run operational reviews, negotiate terms, and turn requests into costed, staffed plans while expanding language/time-zone coverage across hubs.

Remote collaboration and international client exposure are built in. You will coordinate with client leadership, build SOPs, manage escalations, and mentor a growing team, ensuring sustained performance and