Key Account Manager – Global Remote

About the role

SupportYourApp is looking for a Global Key Account Manager to own and grow a strategic client relationship. Working remotely, you will partner with the Chief Client Officer to drive commercial results, operational excellence and client satisfaction for a portfolio that includes brands such as Mastercard, Calm and WeTransfer.

Key responsibilities

• Own the account’s commercial outcomes, run ops calls, monthly business reviews and quarterly strategy sessions.
• Negotiate SLAs, KPIs, rates and scope with the client and coordinate legal and finance agreements.
• Translate vague requests into scoped, costed workstreams, manage escalations and enforce service level commitments.
• Build and launch new support teams from hiring through training, QA and go‑live, then hand over to a team lead.
• Design SOPs, escalation paths, QA criteria and knowledge‑base ownership; conduct root‑cause reviews after major incidents.
• Plan for peak seasons, lead service recovery and adapt support to changing guest journeys.
• Develop a layer of team leads and supervisors, monitor attrition and engagement, and mentor successors.

Required profile

• Fluent English (C1 level or higher).
• 2+ years leading operations, account management or customer success for hospitality, travel or booking platforms, including 24/7 teams of 100+ staff.
• Proven track record of launching new service lines, building processes and expanding language or time‑zone coverage.
• Experience with peak‑season planning, service recovery and workforce management (forecasting, scheduling, occupancy, shrinkage).

Required skills

• Hands‑on experience with CRM and help‑desk tools such as Zendesk, Salesforce, Intercom or Freshdesk.
• Strong negotiation skills with client decision‑makers.

What we offer

• Fully remote work with compensation in USD.
• Inclusive international environment and responsive leadership focused on growth.
• Benefits such as referral rewards, flexible workload balance and self‑development opportunities.