Strategic Key Account & Operations Lead — Hospitality

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

Benefits offered by this job

Remote-friendly

USD compensation

International environment

Referral bonuses

Work-life balance

Leadership development

No time-tracking

Growth-oriented culture

Job summary

SupportYourApp is seeking a Key Account Manager to own a client’s health, performance, and relationships, guiding a sizable support operation. You’ll work with the Chief Client Officer to ensure client success and operational excellence across a global team.

You will manage SLAs, KPIs, and service delivery, turning requests into clearly scoped workstreams while balancing client needs with company interests.

Qualifications

• At least 2 years of leadership in customer support operations.
• Experience managing 50+ customer support staff.
• Strong client-facing communication and stakeholder management.
• Proven ownership of account performance, risks, and day-to-day health.
• Experience improving SOPs, escalation paths, reporting, or root-cause reviews.
• Availability to work hours overlapping the client’s schedule.
• Experience with peak-season planning and service recovery.

Responsibilities

• Own the account, including health, performance, relationships, and risks.
• Lead ops calls and business reviews with client stakeholders.
• Discuss SLAs, KPIs, and service delivery; explain decisions and present solutions.
• Turn vague requests into clearly scoped workstreams and plans.
• Maintain and improve operations; drive SOPs and escalation paths.
• Lead across the account team; manage onboarding/offboarding for the team.

Skills

Leadership experience

Client relationship management

Operational leadership

Stakeholder management

Communication

Tools

Zendesk

Salesforce

Intercom

Freshdesk

Job description

SupportYourApp is seeking a Key Account Manager to own a client’s health, performance, and relationships, guiding a sizable support operation. You’ll work with the Chief Client Officer to ensure client success and operational excellence across a global team.

You will manage SLAs, KPIs, and service delivery, turning requests into clearly scoped workstreams while balancing client needs with company interests.