Key Account Manager – Remote (Moldova)

About the role

SupportYourApp is seeking a remote Key Account Manager to own client accounts, drive commercial results and lead service delivery for hospitality‑focused customers.

Key responsibilities

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

Required profile

• Fluent English (C1 level or higher).
• 2+ years leading operations, account management or service delivery, including 24/7 teams of 100+ people.
• Proven track record of launching new service lines, building processes, SOPs and QA frameworks.
• Experience with peak‑season planning, service recovery and workforce management (forecasting, scheduling, shrinkage).
• Strong negotiation experience with client decision‑makers.

Required skills

• Zendesk
• Salesforce
• Intercom
• Freshdesk

What we offer

• Fully remote work with business‑hour service coverage.
• Compensation paid in USD.
• Inclusive international environment and growth‑focused leadership.
• Referral rewards and flexible workload balance.
• No time‑tracking requirements and support for self‑development.