Remote Key Account & Operations Lead

SupportYourApp; Poznań; Remote; PLN 233,000 - 350,000; Full time

Benefits offered by this job

Remote work option

USD compensation

Global environment

Referral rewards

Flexible hours

Growth opportunities

Job summary

SupportYourApp is seeking a seasoned Key Account Manager to own strategic client relationships across a large account. You will partner with the Chief Client Officer to drive performance, manage risks, and lead a team of ~100 specialists.

You will run regular business reviews, discuss SLAs and KPIs, translate client needs into actionable plans, and push back when necessary while protecting company interests.

Qualifications

• 2+ years leading customer support operations.
• Experience with hospitality, travel, or booking platforms.
• Experience managing Customer Support teams of 50+ people.
• Excellent client-facing communication and stakeholder management.
• Ability to stay calm and decisive with partial information.

Responsibilities

• Own the account's health: operational performance, client relationship, and risks.
• Discuss SLA compliance, KPIs, and service delivery with the client; defend company interests when needed.
• Turn vague requests into clear, scoped, staffed workstreams.
• Maintain and improve operations: SOPs, escalation paths, reporting, and handovers; lead root-cause reviews.
• Lead through leaders: set priorities, delegate, ensure decisions are implemented.
• Handle account administration: invoicing, documentation, onboarding/offboarding for ~100 people.
• Plan the travel calendar and adapt support to guest journeys.

Skills

Leadership

Customer support ops

Stakeholder mgmt

English C1

Tools

Zendesk

Salesforce

Intercom

Freshdesk

Job description

SupportYourApp is seeking a seasoned Key Account Manager to own strategic client relationships across a large account. You will partner with the Chief Client Officer to drive performance, manage risks, and lead a team of ~100 specialists.

You will run regular business reviews, discuss SLAs and KPIs, translate client needs into actionable plans, and push back when necessary while protecting company interests.