Strategic Remote Key Account & Operations Lead

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

Job summary

SupportYourApp, a global Intelligent Support as a Service company, seeks a role that owns the overall health of a key client account, including operations, relationships, risks, and performance, collaborating with the Chief Client Officer and cross-functional teams.

You will lead ops calls, business reviews, and stakeholder communications; present performance and risks to client leadership, discuss SLAs, KPIs, and negotiate when needed.

Qualifications

• 2+ years leadership in customer support operations overseeing 50+ staff.
• Experience in hospitality, travel, or booking platforms.
• Strong client-facing communication and diplomacy with stakeholders.

Responsibilities

• Own the account and manage performance, relationships, and risks.
• Lead ops calls, business reviews, and stakeholder communications.
• Present performance and risks to client leadership.
• Discuss SLA compliance and KPIs, explain operational decisions.
• Translate requests into clear workstreams and handle escalations.
• Maintain and improve large-scale operations, SOPs, escalation paths, reporting, and handovers.

Skills

Leadership

Client-facing comms

Stakeholder management

Process improvement

Job description

SupportYourApp, a global Intelligent Support as a Service company, seeks a role that owns the overall health of a key client account, including operations, relationships, risks, and performance, collaborating with the Chief Client Officer and cross-functional teams.

You will lead ops calls, business reviews, and stakeholder communications; present performance and risks to client leadership, discuss SLAs, KPIs, and negotiate when needed.