Key Account Manager (Global, Remote)

About the role

SupportYourApp is seeking a proactive Key Account Manager to own and grow a global client relationship. Working closely with the Chief Client Officer, you will drive commercial results, operational excellence, and client satisfaction for high‑profile accounts such as Mastercard, Calm, and WeTransfer.

Key responsibilities

• Own the account’s commercial performance, operations, and reputation; run ops calls, business reviews, and strategy sessions.
• Negotiate SLAs, KPIs, rates, and scope with clients and coordinate legal and finance agreements.
• Translate vague requests into scoped, costed, and staffed workstreams; manage escalations and missed SLAs.
• Build and launch new support teams from hiring to go‑live, expanding language and time‑zone coverage.
• Establish SOPs, escalation paths, QA criteria, knowledge‑base ownership, and shift handovers; conduct root‑cause reviews after serious incidents.
• Plan for peak seasons, lead service recovery, and adapt support to the guest journey.
• Develop team‑lead and supervisor layers, maintain attrition and engagement targets, and mentor successors.

Required profile

• Fluent English (C1 level or above).
• 2+ years leading operations, account management, service delivery, or customer success, including managing 24/7 teams of 100+ people.
• Hands‑on experience in hospitality, travel, OTA or booking platforms.
• Proven track record of launching new service lines, building processes, SOPs, QA, and escalations.
• Experience with peak‑season planning, service recovery, and workforce management (forecasting, scheduling, occupancy, shrinkage).

Required skills

• Zendesk
• Salesforce
• Intercom
• Freshdesk

What we offer

• Fully remote work with business‑hour service coverage.
• Compensation in USD and referral rewards.
• Inclusive international environment with no time‑tracking requirements.
• Responsive leadership focused on growth and long‑term cooperation.
• Opportunities for self‑development and a culture built on trust.