Key Account Manager, Operations Lead – Hospitality

🕒 Setembro 26

🇧🇪 Bélgica – Remoto

⏰ Tempo Integral

🟠 Sênior

💰 Gerente de Contas

👻 Score fantasma 46%

O que significa: a chance de ninguém estar realmente contratando para esta vaga.Como ler: 60% ou mais significa que achamos que é uma vaga fantasma. Pontuações mais baixas preocupam menos.Por que essa pontuação:

• Aberta há 46 dias.
• As vagas desta empresa costumam ser preenchidas em 21 dias.
• Repostada 3 vezes.
• Sem salário divulgado.

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SupportYourApp

SiteLinkedInTodas as Vagas

1001 - 5000 funcionários

💼 Consultoria

📦 Logística

📣 Marketing

💰 Venture Round em 2017-10

Consulting • Logistics • Marketing

SupportYourApp é uma empresa de atendimento ao cliente terceirizado, fundada originalmente em Kyiv, Ucrânia, e hoje com atuação global em mais de 7 localidades. Com uma década de experiência, é especializada em oferecer atendimento ao cliente 24/7/365, em mais de 60 idiomas, para mais de 250 empresas no mundo todo. A SupportYourApp é dedicada a elevar a satisfação dos clientes, entregando suporte empático e profissional em diversos canais de comunicação. Seus serviços são integrados a um sistema QCRM desenvolvido sob medida e estão em conformidade com padrões de segurança como PCI/DSS e ISO/IEC 27001:2013. A empresa é parceira de gigantes de tecnologia como Calm, MacPaw e SplitIt, oferecendo soluções de suporte escaláveis que incluem atendimento ao cliente, suporte técnico e terceirização de back-office.

Descrição

• Own the account's overall health, including operational performance, client relationship, and risks • Lead operations calls and regular business reviews • Build relationships with multiple client stakeholders and report performance and risks to client leadership • Discuss SLA compliance, KPIs, and service delivery with the client • Explain operational decisions, present solutions, and diplomatically defend the company's interests • Participate in commercial discussions with Legal and Finance support • Turn vague requests into clear, scoped, and staffed workstreams • Handle missed SLAs, escalations, and requests the company will not take on • Maintain and improve a large existing Support operation • Improve SOPs, escalation paths, reporting, and handovers • Lead or coordinate root-cause reviews after serious SLA breaches and follow up on corrective actions • Set priorities and delegate across the existing account team • Maintain engagement and attrition targets and develop a successor • Handle invoicing, account documentation, and onboarding/offboarding for a team of around 100 people • Help prepare the team for peak seasons and disruptions, support service recovery, and adapt support to the guest journey

🎯 Requisitos

• English at C1 level or above • At least 2 years of leadership experience in Customer Support operations • Experience in hospitality, travel, or booking platforms • Experience managing Customer Support teams of 50+ people • Strong client-facing communication and stakeholder management skills • Proven operational leadership and end-to-end ownership of a complex client account • Experience improving operational processes, such as SOPs, escalation paths, reporting, or root-cause reviews • Availability to work hours that overlap with the client's schedule • Ability to stay calm, organized, and decisive with incomplete information • Direct experience with commercial negotiations, pricing, and contract renewals is a plus • Track record of growing accounts is a plus • Contract drafting or legal expertise is a plus • Advanced workforce management and forecasting skills are a plus • Experience with peak-season planning and service recovery is a plus • Experience with CRM or helpdesk platforms such as Zendesk, Salesforce, Intercom, or Freshdesk is a plus

🏖️ Benefícios

• Providing services during business hours • Opportunity to cooperate fully remotely • Inclusive international environment • Compensation in USD • Rewards for referring friends • Balance between project workload and personal time • Internal health policy • Responsive leadership interested in your growth and long-lasting cooperation • Greenhouse conditions for self-development • Culture built on trust, with no time-tracking requirements • Potential benefits and conditions subject to engagement terms; independent contractors may not be eligible for all benefits

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