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

48 minutes ago
Moldova
Full-time
Lead
Account Manager
Sales and Business Development
Salesforce
Apply Now
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
View All Jobs 19

Description

  • Own the account’s operational performance, client relationship, risks, and overall health.
  • Lead operational calls and business reviews while managing relationships with multiple client stakeholders.
  • Discuss SLA compliance, KPIs, service delivery, operational decisions, and solutions with clients.
  • Translate vague client requests into clearly scoped, staffed workstreams and manage difficult escalations.
  • Maintain and improve support operations, including SOPs, escalation paths, reporting, handovers, and root-cause reviews.
  • Set priorities, delegate across the account team, ensure decisions are implemented, and develop a successor.
  • Monitor engagement and attrition targets across the account team.
  • Manage invoicing, account documentation, and onboarding or offboarding for approximately 100 people.
  • Plan for peak seasons and disruptions, support service recovery, and adapt operations to the customer 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 or more people.
  • Strong client-facing communication and stakeholder management skills.
  • Proven end-to-end ownership of a complex client account, including performance, risks, and daily operations.
  • Experience improving operational processes such as SOPs, escalation paths, reporting, or root-cause reviews.
  • Availability to work hours overlapping with the client’s schedule.
  • Ability to remain calm, organized, and decisive with incomplete information.
  • Experience with commercial negotiations, pricing, contract renewals, account growth, legal work, workforce management, forecasting, peak-season planning, service recovery, or platforms such as Zendesk, Salesforce, Intercom, or Freshdesk is preferred.

Benefits

  • Fully remote cooperation opportunity.
  • Compensation in USD.
  • Business-hours service schedule.
  • International and inclusive work environment.
  • Referral rewards.
  • Internal health policy and support for work-life balance.
  • Growth, self-development, and long-term collaboration opportunities.
  • Trust-based culture without time-tracking requirements.

Interested in this position?

Apply directly on the company website

Apply Now

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