Key Account Manager – Remote

About the role

SupportYourApp is a global Intelligent Support‑as‑a‑Service company that partners with tech firms to deliver secure customer and technical support. We are looking for a remote Key Account Manager to own and grow a strategic client relationship, working closely with our Chief Client Officer.

Key responsibilities

• Own the account’s commercial results, operations and reputation, leading ops calls, business reviews and strategy sessions.
• Negotiate service level agreements, KPIs, rates and scope with the client and coordinate contracts with Legal and Finance.
• Translate vague client requests into scoped, costed workstreams and manage escalations or missed SLAs.
• Build and launch new support teams from hiring and training to QA and reporting, then hand over to a lead.
• Create SOPs, escalation paths, QA criteria and run root‑cause reviews after serious incidents.

Required profile

• Fluent English (C1 level or above) with hands‑on hospitality experience (hotels, travel companies, OTAs or booking platforms).
• 2+ years leading operations, account management or service delivery, managing 24/7 teams of 100+ people.
• Proven track record of launching new service lines, building processes, and handling peak‑season planning and service recovery.
• Strong negotiation experience with client decision‑makers.

Required skills

• Zendesk
• Salesforce
• Intercom
• Freshdesk

What we offer

• Fully remote work with compensation in USD.
• Inclusive international environment and growth‑focused leadership.
• Rewards for employee referrals and flexible workload balance.