(American English) Key Account Manager (Poland, remote)

1 day, 6 hours ago
Full-time
Lead
Sales and Business Development
SupportYourApp

SupportYourApp

SupportYourApp is a multinational company offering high-quality customer support services for tech companies worldwide, with 24/7 support in 55 languages, PCI/DSS and ISO certifications, and a focus on customer satisfaction and long-term client relatio...

Internet Software & Services
251-1K
Founded 2010

Description

  • Own the account’s commercial results, operations, reputation, and client performance reporting.
  • Lead operations calls, monthly business reviews, and quarterly strategy sessions.
  • Negotiate SLAs, KPIs, rates, scope, contracts, staffing, tooling, and training capacity.
  • Convert client requests into scoped, costed, and staffed workstreams.
  • Build and launch new support teams, including hiring, training, quality assurance, reporting, and go-live activities.
  • Establish SOPs, escalation paths, QA criteria, knowledge-base ownership, and shift handovers.
  • Conduct root-cause reviews after serious service failures and implement process improvements.
  • Plan for peak seasons and disruptions, lead service recovery, and adapt support to customer journeys.
  • Develop team leads and supervisors, manage engagement and attrition, and build succession coverage.

Requirements

  • C1-level English or higher.
  • Hands-on hospitality experience in hotels, travel companies, OTAs, or booking platforms.
  • 2+ years of experience leading operations, account management, service delivery, or customer success.
  • Experience managing 24/7 teams of 100+ people through team leads.
  • Track record of growing accounts, launching service lines or teams, and building SOP, QA, and escalation processes.
  • Experience with peak-season planning, service recovery, and workforce management, including forecasting, scheduling, occupancy, and shrinkage.
  • Proficiency with CRM, helpdesk, or WFM tools such as Zendesk, Salesforce, Intercom, or Freshdesk.
  • Experience negotiating with client decision-makers.
  • Ability to remain calm, organized, and decisive with incomplete information.

Benefits

  • Fully remote work opportunity.
  • Business-hours service delivery.
  • Compensation in USD.
  • International and inclusive work environment.
  • Referral rewards.
  • Health policy and support for work-life balance.
  • Growth opportunities and self-development support.
  • Trust-based culture without time-tracking requirements.

Interested in this position?

Apply directly on the company website

Apply Now

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