Remote Key Account & Operations Leader

SupportYourApp; Województwo pomorskie; Remote; PLN 350,000 - 466,000; Full time

Benefits offered by this job

Remote cooperation

USD compensation

International environment

Referral bonuses

Flexible work hours

Job summary

SupportYourApp is seeking a Key Account Manager to own client accounts, drive operational performance, and manage risks across a large support operation. You will lead client reviews, discuss SLA and KPI with stakeholders, and shape plans from vague requests to concrete workstreams.

With 2+ years in leadership in customer support and strong client-facing skills, you will optimize SOPs, reporting, and escalation paths while coordinating a 100-person team and maintaining engagement with the

Qualifications

• English at C1 level or above.
• 2+ years leadership in customer support operations.
• Experience in hospitality, travel, or booking platforms.
• Experience managing teams of 50+ people.
• Strong client-facing communication and stakeholder management.
• Operational leadership and end-to-end ownership of a complex account.
• Ability to improve operational processes (SOPs, escalations, reporting).
• Willingness to work hours overlapping with client schedule.

Responsibilities

• Own the account health, relationships, and risks, leading regular business reviews.
• Discuss SLA compliance, KPIs, and service delivery with the client; negotiate where needed.
• Turn vague requests into scoped, staffed workstreams and manage escalations.
• Maintain and improve operations; drive SOP updates, escalation paths, and reports.
• Lead through leaders, set priorities, and ensure decisions are implemented.
• Handle account administration including invoicing and onboarding/offboarding for ~100 people.
• Prepare the team for peak seasons and adapt support to guest journeys.

Skills

Leadership experience

Client-facing

Stakeholder management

Operations ownership

Process improvement

Flexibility

English proficiency

Tools

Zendesk

Salesforce

Intercom

Freshdesk

Job description

SupportYourApp is seeking a Key Account Manager to own client accounts, drive operational performance, and manage risks across a large support operation. You will lead client reviews, discuss SLA and KPI with stakeholders, and shape plans from vague requests to concrete workstreams.

With 2+ years in leadership in customer support and strong client-facing skills, you will optimize SOPs, reporting, and escalation paths while coordinating a 100-person team and maintaining engagement with the