Global Account & Operations Lead

remote work; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

SupportYourApp in the United States is seeking a results-driven leader to own a client account's overall health, including performance, relationships, risks, and cross-functional collaboration to drive service delivery.

You will lead operations calls, reviews, and executive communications, shape SLAs and KPIs, convert vague requests into scoped workstreams, and coordinate with Legal and Finance on contracts and scope, while maintaining a large, high-performing support organization.

Qualifications

• 2+ years of leadership experience in Customer Support operations.
• Experience in account management, service delivery, or customer success.
• Experience with hospitality, travel, or booking platforms; 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.

Responsibilities

• Own the account and manage operational performance, relationships, risks, and executive communications.
• Lead ops calls, business reviews, and stakeholder meetings; present performance and risk analyses.
• Discuss SLAs, KPIs, and service delivery; negotiate and explain operational decisions.
• Turn vague requests into scoped workstreams and handle escalations and missed SLAs with diplomacy.
• Coordinate commercial discussions with Legal and Finance on contracts, rates, and scope.
• Maintain a large ongoing support operation, drive SOPs, escalation paths, reporting, and handovers.

Skills

Leadership in CS ops

Client-facing communication

Stakeholder management

Operations management

Job description

SupportYourApp in the United States is seeking a results-driven leader to own a client account's overall health, including performance, relationships, risks, and cross-functional collaboration to drive service delivery.

You will lead operations calls, reviews, and executive communications, shape SLAs and KPIs, convert vague requests into scoped workstreams, and coordinate with Legal and Finance on contracts and scope, while maintaining a large, high-performing support organization.