Key Account Manager

🔥 2 minutes ago

🇭🇷 Croatia – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

💰 Account Manager

🚫👨‍🎓 No degree required

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SupportYourApp

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📦 Logistics

📣 Marketing

💰 Venture Round on 2017-10

Consulting • Logistics • Marketing

SupportYourApp is an outsourced customer service company originally founded in Kyiv, Ukraine, and now operating globally in over 7 locations. With a decade of expertise, it specializes in providing 24/7/365 third-party customer service in more than 60 languages to over 250 businesses worldwide. SupportYourApp is dedicated to enhancing customer satisfaction by delivering empathetic and professional support across various communication channels. Their services are integrated into a custom-built QCRM system and compliant with security standards such as PCI/DSS & ISO/IEC 27001:2013. The company partners with tech giants like Calm, MacPaw, and SplitIt, offering scalable support solutions that include customer service, tech support, and back-office outsourcing.

📋 Description

• Own the account's commercial results, operations, and reputation • Run operations calls, monthly business reviews, and quarterly strategy sessions • Provide client leadership with an honest assessment of performance and risks • Negotiate SLAs, KPIs, rates, and scope with clients • Work with Legal and Finance on MSAs, SOWs, and amendments • Secure internal headcount, hiring priority, tooling, and training capacity • Turn client requests into scoped, costed, and staffed workstreams • Manage difficult conversations about missed SLAs, escalations, and rejected requests • Build and launch teams from scratch, including hiring, training, QA, reporting, and go-live • Expand language and time-zone coverage across hubs as clients enter new markets • Establish SOPs, escalation paths, QA criteria, knowledge base ownership, and shift handovers • Lead root-cause reviews after serious service misses • Prepare teams for peak seasons and disruptions, lead service recovery, and adapt support to the guest journey • Build the team lead and supervisor layer, manage attrition and engagement, and develop successors • Collaborate with the Chief Client Officer to help clients grow and lead the supporting team

🎯 Requirements

• English at C1 level or above • Hands-on experience in hospitality, such as working in hotels, travel companies, OTAs, or booking platforms • 2+ years leading operations, account management, service delivery, or customer success, including running 24/7 teams of 100+ people through team leads • Track record of growing accounts, such as launching a new service line or team and building processes from close to nothing, including SOPs, QA, and escalations • Experience with peak-season planning, service recovery, and workforce management, including forecasting, scheduling, occupancy, and shrinkage • Confidence with CRM, helpdesk, and WFM tools such as Zendesk, Salesforce, Intercom, or Freshdesk • Real negotiation experience with client decision-makers • Ability to stay calm, organized, and decisive when operating with incomplete information

🏖️ Benefits

• 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 • Benefits and conditions defined according to the engagement agreement; some benefits may apply only to employees and not independent contractors