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

Information Technology

501-1000 (900)

Founded 2010

10 open positions

Links

View All Jobs

(English C2) Key Account Manager & Operations Lead (hospitality, Malta)

6 hours, 31 minutes ago

Malta

Full-time

Lead

Account Manager

Customer and Technical Support

Salesforce

Apply Now

SupportYourApp

Internet Software & Services

501-1000

Founded 2010

View All Jobs 10

Description

Own the account’s operational performance, client relationship, and risk management.
Lead operational calls and regular business reviews with client stakeholders.
Manage SLA compliance, KPIs, service delivery discussions, and client escalations.
Translate client requests into clearly scoped, staffed workstreams and challenge impractical requests.
Maintain and improve SOPs, escalation paths, reporting, handovers, and service recovery processes.
Lead or coordinate root-cause reviews following serious SLA breaches and track corrective actions.
Set priorities, delegate across the account team, and ensure decisions are implemented.
Manage engagement, attrition, succession planning, and onboarding/offboarding for a team of around 100 people.
Handle invoicing and account documentation.
Prepare the operation for travel peak seasons and disruptions, adapting support to the guest journey.

Requirements

English proficiency at C1 level or above.
At least 2 years of leadership experience in customer support operations, such as Support Manager, Head of Support, or Service Delivery Lead.
Experience in hospitality, travel, booking platforms, hotels, travel companies, OTAs, or accommodation marketplaces.
Experience managing customer support teams of 50+ people.
Strong client-facing communication and stakeholder-management skills, including diplomatic pushback.
Proven end-to-end ownership of a complex client account’s performance, risks, and operational health.
Experience improving SOPs, escalation paths, reporting, or root-cause review processes.
Availability to work hours overlapping with the client’s schedule.
Ability to remain organized and decisive with incomplete information.
Experience with commercial negotiations, pricing, contract renewals, account growth, workforce management, forecasting, peak-season planning, service recovery, or CRM/helpdesk platforms such as Zendesk, Salesforce, Intercom, or Freshdesk (preferred).

Benefits

Remote work opportunity.
Business-hours service schedule.
Compensation in USD.
Referral rewards.
Workload and personal-time balance, supported by an internal health policy.
International, inclusive environment with a trust-based culture and no time tracking.
Leadership support, professional development opportunities, and long-term collaboration.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Regional Health and Safety Manager - Central

IVC Evidensia UK & IE 201-500 Health Care Providers & Services

As Regional Health & Safety Manager at IVC, you will embed health and safety policies, systems and training across veterinary clinics in Central England to ensure compliant, safe operations.

United Kingdom Senior Operations Manager

31 minutes ago

Apply

31 minutes ago

Ramp-up Account Manager (German Speaker)

Finom 11-50 Professional Services

Finom is hiring a Relationship Account Manager to grow revenue and product adoption among high-value SME customers during their first 90 days on its European financial platform.

Spain Full-time Mid Level Account Manager

Salesforce

31 minutes ago

Apply

31 minutes ago

Ramp-up Account Manager (French Speaker)

Finom 11-50 Professional Services

Finom is seeking a Relationship Account Manager to grow and retain high-value SME accounts across Europe during their first 90 days, driving product adoption, expansion revenue, and conversion into High Value Clients.