Remote Key Account & Operations Lead

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

Benefits offered by this job

Remote work

USD compensation

Referral rewards

No time tracking

Career growth

Job summary

SupportYourApp is seeking a Key Account Manager to own and optimize the client account, lead the team, and manage relationships with stakeholders across the client and internal teams. You will drive operational excellence, SLAs, and strategic initiatives to support large-scale customer operations in a globally distributed setting.

You will engage in commercial discussions with legal and finance, push back diplomatically when needed, and translate vague requests into actionable delivery plans

Qualifications

• English at C1 level or above.
• At least 2 years of leadership experience in Customer Support operations.
• Experience in hospitality, travel, or booking platforms.
• 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 such as SOPs, escalation paths, reporting, or root-cause reviews.
• Availability to work hours that overlap with the client’s schedule.
• Ability to stay calm, organized, and decisive with incomplete information.

Responsibilities

• Own the account and lead operations calls and business reviews.
• Manage client relationships, discuss SLAs and KPIs, and participate in commercial discussions.
• Turn vague requests into scoped, staffed workstreams and handle escalations.
• Maintain and improve operations, drive SOP and reporting improvements, and conduct root-cause reviews.
• Lead through leaders, set priorities, and ensure implementation across the account team.
• Handle account administration including invoicing and onboarding/offboarding for ~100 people.
• Plan for travel calendar and peak seasons to support service recovery.

Skills

Leadership

Client-facing

Stakeholder management

Operational ownership

English (C1)

Tools

Zendesk

Salesforce

Intercom

Freshdesk

Job description

SupportYourApp is seeking a Key Account Manager to own and optimize the client account, lead the team, and manage relationships with stakeholders across the client and internal teams. You will drive operational excellence, SLAs, and strategic initiatives to support large-scale customer operations in a globally distributed setting.

You will engage in commercial discussions with legal and finance, push back diplomatically when needed, and translate vague requests into actionable delivery plans