Strategic Key Account & Operations Lead

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

Job summary

SupportYourApp is seeking a seasoned Customer Operations leader to own the overall health of a large client account and drive performance across the delivery team. You will lead operations calls, business reviews and client communications to ensure SLAs are met.

You will manage 100+ user engagements, coordinate cross-functional teams including Legal and Finance for commercial discussions, and implement process improvements to prevent escalations and improve reporting.

Qualifications

• 2+ years of leadership experience in Customer Support operations.
• Strong client-facing communication and stakeholder management skills.
• Experience leading Customer Support teams of 50+ people.
• Experience improving SOPs, escalation paths, or root-cause reviews.
• Availability to work hours overlapping with the client’s schedule.

Responsibilities

• Own the account and lead operations calls and business reviews.
• Manage client relationships, discuss SLAs and KPIs, and present solutions.
• Participate in commercial discussions with support from Legal and Finance.
• Turn vague requests into clear workstreams and handle escalations or missed SLAs.
• Maintain and improve operations, SOPs, escalation paths, and reporting.
• Lead or coordinate root-cause reviews after serious SLA breaches and drive actions.
• Delegate across the account team, manage engagement and attrition, and plan for peak seasons.
• Handle account administration including invoicing, documentation, onboarding and offboarding for a team around 100 people.

Skills

Leadership experience

Client-facing communication

Stakeholder management

Operational ownership

Process improvement

Job description

SupportYourApp is seeking a seasoned Customer Operations leader to own the overall health of a large client account and drive performance across the delivery team. You will lead operations calls, business reviews and client communications to ensure SLAs are met.

You will manage 100+ user engagements, coordinate cross-functional teams including Legal and Finance for commercial discussions, and implement process improvements to prevent escalations and improve reporting.