Strategic Key Account & Operations Lead

SupportYourApp; United States; Remote; USD 90,000 - 150,000; Full time

Benefits offered by this job

Remote cooperation

Inclusive international environment

Compensation in USD

Referral rewards

No time-tracking policy

Job summary

SupportYourApp is seeking a Key Account Manager to own the account health, lead client relationships, and steer a large support operation. You will drive calls, reviews, and strategic decisions in partnership with the Chief Client Officer and client leadership.

You will manage SLA compliance, KPIs, and service delivery while participating in commercial discussions with Legal and Finance. The role emphasizes end-to-end ownership and proactive problem-solving in a global, remote-capable

Qualifications

• 2+ years of leadership in customer support operations.
• Experience with hospitality, travel or booking platforms is a plus.
• Proven ability to lead teams and manage 50+ agents.
• Strong client-facing communication and stakeholder management.
• Capable of handling escalations and SLA breach discussions.
• Willingness to work hours overlapping with client schedules.

Responsibilities

• Own the account health, lead ops calls, and business reviews with client stakeholders.
• Discuss SLA compliance, KPIs, service delivery, and commercial aspects with the client and internal teams.
• Turn vague requests into scoped, resourced workplans and manage escalations.
• Maintain large support operations and drive SOP, escalation, and reporting improvements.
• Lead across the account team and plan for continuity when you’re offline.
• Oversee account administration including invoicing and onboarding/offboarding for ~100 people.
• Plan peak-season travel and adapt support to the guest journey.

Skills

Leadership

Client relationships

Operational ownership

Stakeholder management

Communication skills

Forecasting

Tools

Zendesk

Salesforce

Intercom

Freshdesk

Job description

SupportYourApp is seeking a Key Account Manager to own the account health, lead client relationships, and steer a large support operation. You will drive calls, reviews, and strategic decisions in partnership with the Chief Client Officer and client leadership.

You will manage SLA compliance, KPIs, and service delivery while participating in commercial discussions with Legal and Finance. The role emphasizes end-to-end ownership and proactive problem-solving in a global, remote-capable