Remote Key Account & Operations Leader

SupportYourApp; Kraków; Remote; PLN 272,000 - 350,000; Full time

Benefits offered by this job

Remote cooperation

Compensation in USD

Inclusive international environment

Referral rewards

Work-life balance policy

Growth-focused leadership

Self-development culture

Trust-based culture

Job summary

SupportYourApp in Kraków seeks a highly capable Key Account Manager to own the account health, relationships, and day-to-day operations. You will lead calls, review performance, and present risk assessments to client leadership while coordinating with legal and finance on contracts, rates, and scope.

You’ll translate vague requests into clear plans, drive process improvements, and manage a sizable support operation.

Qualifications

• 2+ years of leadership experience in Customer Support operations or similar roles.
• Experience in hospitality, travel, or booking platforms is a plus.
• Experience managing Customer Support teams of 50+ people.
• Strong client-facing communication and stakeholder management skills.
• Proven operational leadership and end-to-end ownership of a complex client account.
• Experience improving operational processes (SOPs, escalation paths, reporting).
• Availability to work hours overlapping with the client’s schedule.

Responsibilities

• Own the account and be accountable for its overall health, performance, and risks.
• Lead calls and business reviews; build relationships with client stakeholders.
• Discuss SLA compliance, KPIs, and service delivery; engage in commercial discussions.
• Turn vague requests into clear, staffed workstreams and plan scoping.
• Maintain and improve operations; drive SOPs, escalation paths, and handovers.
• Lead or coordinate root-cause reviews after SLA breaches and implement fixes.
• Plan for travel calendar and coordinate with the account team on staffing.

Skills

Leadership

Client relationships

Operations management

Stakeholder management

Communication

Problem solving

Tools

Zendesk

Salesforce

Intercom

Freshdesk

Job description

SupportYourApp in Kraków seeks a highly capable Key Account Manager to own the account health, relationships, and day-to-day operations. You will lead calls, review performance, and present risk assessments to client leadership while coordinating with legal and finance on contracts, rates, and scope.

You’ll translate vague requests into clear plans, drive process improvements, and manage a sizable support operation.