Senior Key Account & Operations Lead - Remote

SupportYourApp; Warszawa; Remote; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Paid remote work

Remote-friendly environment

USD compensation

Referral rewards

Flexible work-life balance

Job summary

SupportYourApp seeks a seasoned Key Account Manager to own large client accounts, oversee performance, risk and stakeholder engagement, and drive improvements across operations. You’ll engage in SLAs, KPIs, and commercial discussions with internal teams while managing end-to-end client success for a 100-person support operation.

You will coordinate with cross-functional leaders, push for efficient processes, and ensure service excellence across time zones in a remote-friendly environment.

Qualifications

• English at C1 level or above.
• At least 2 years of leadership experience in Customer Support operations (e.g., Support Manager, Head of Support, or Service Delivery Lead).
• Experience in hospitality, travel, or booking platforms.
• Experience managing Customer Support teams of 50+ people.
• Strong client-facing communication and stakeholder management skills.
• Operational leadership and end-to-end ownership of a complex client account.

Responsibilities

• Own the account: manage health, performance, relationships, and risks.
• Discuss SLA, KPIs, and service delivery with client; participate in commercial discussions with Legal and Finance on contracts, rates, and scope.
• Turn vague requests into clear, scoped workstreams; handle escalations and missed SLAs.
• Maintain and improve operations; drive SOPs, escalation paths, reporting, and handovers; lead root-cause reviews after serious breaches.
• Lead through leaders: set priorities, delegate, ensure decisions are implemented, manage engagement and attrition.
• Handle account administration: invoicing, documentation, onboarding/offboarding for a team around 100 people.

Skills

English proficiency (C1)

Leadership in Customer Support

Account leadership/ownership

Client-facing communication

Operational leadership

Availability to client-time overlap

Negotiation & contract awareness

Tools

Zendesk

Salesforce

Intercom

Freshdesk

Job description

SupportYourApp seeks a seasoned Key Account Manager to own large client accounts, oversee performance, risk and stakeholder engagement, and drive improvements across operations. You’ll engage in SLAs, KPIs, and commercial discussions with internal teams while managing end-to-end client success for a 100-person support operation.

You will coordinate with cross-functional leaders, push for efficient processes, and ensure service excellence across time zones in a remote-friendly environment.