Global Key Account & Operations Lead

remote work; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

SupportYourApp is a global Intelligent Support-as-a-Service company delivering customer and technical support for tech clients. This role owns the overall health of a client account, including operational performance, client relationships, risks, and end-to-end ownership of day-to-day activities for a large team.

You will lead ops calls, discuss SLAs and KPIs, and coordinate with Legal and Finance on commercial discussions.

Qualifications

• 2+ years leadership in customer support operations.
• Experience managing 50+ person support teams.
• Strong client-facing communication and stakeholder management.
• Operational leadership with end-to-end ownership of a large client account.

Responsibilities

• Own the account health including performance, relationships, and risks.
• Lead ops calls and business reviews with client stakeholders.
• Discuss SLAs, KPIs, service delivery and present solutions.
• Support commercial discussions with Legal and Finance.
• Translate vague requests into scoped workstreams and manage escalations.
• Maintain and improve operations, SOPs, escalation paths, and reporting.
• Coordinate root-cause reviews after SLA breaches and implement fixes.
• Set priorities, delegate across the team, manage engagement and attrition.
• Handle account administration including invoicing and onboarding/offboarding for ~100 people.
• Plan for peak seasons and adapt support to the guest journey.

Skills

Leadership experience

Operations management

Client-facing communication

Stakeholder management

End-to-end account ownership

Job description

SupportYourApp is a global Intelligent Support-as-a-Service company delivering customer and technical support for tech clients. This role owns the overall health of a client account, including operational performance, client relationships, risks, and end-to-end ownership of day-to-day activities for a large team.

You will lead ops calls, discuss SLAs and KPIs, and coordinate with Legal and Finance on commercial discussions.