Remote Key Account & Operations Lead

SupportYourApp; Wrocław; Remote; PLN 272,000 - 466,000; Full time

Benefits offered by this job

Business hours service

Remote cooperation

Inclusive international environment

USD compensation

Referral rewards

Work-life balance

Growth opportunities

Trust-based culture

No time-tracking

Job summary

SupportYourApp is a global Intelligent Support-as-a-Service company. We are seeking a Key Account Manager to own a major account, lead operations, and drive service delivery across stakeholders.

You will work with the Chief Client Officer to grow the client, manage risks, and lead a large support operation with proactive improvements. The role requires strong leadership, excellent communication, and the ability to navigate complex client needs while maintaining high service levels.

Qualifications

• English at C1 level or above.
• At least 2 years of leadership experience in customer support operations.
• Experience managing teams of 50+ people.
• Experience with hospitality, travel, or booking platforms is a plus.

Responsibilities

• Own the account's overall health, operating performance, client relationships, and risks.
• Lead client reviews, discuss SLA compliance and KPIs with stakeholders.
• Turn vague requests into scoped workstreams and manage escalations.
• Maintain and improve operations, SOPs, reporting, and handovers.
• Lead across the account team and ensure continuity when offline.
• Handle account administration including invoicing and onboarding for ~100 people.
• Plan for travel calendar and peak seasons to support service recovery.

Skills

Leadership experience

Client relationship management

Stakeholder management

Operational ownership

Tools

CRM tools

Job description

SupportYourApp is a global Intelligent Support-as-a-Service company. We are seeking a Key Account Manager to own a major account, lead operations, and drive service delivery across stakeholders.

You will work with the Chief Client Officer to grow the client, manage risks, and lead a large support operation with proactive improvements. The role requires strong leadership, excellent communication, and the ability to navigate complex client needs while maintaining high service levels.