Key Account Manager – Operations Lead, Hospitality

🕒 September 26

🇲🇹 Malta – Remote

⏰ Full Time

🟠 Senior

💰 Account Manager

👻 Ghost score 48%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 45 days.
• Jobs at this company usually fill in 21 days.
• Reposted 3 times.
• No salary listed.

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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 overall health, including operational performance, client relationship, and risks • Lead operations calls and regular business reviews • Build relationships with multiple client stakeholders • Report honestly on performance and risks to client leadership • Discuss SLA compliance, KPIs, and service delivery with the client • Explain operational decisions, present solutions, and diplomatically defend company interests • Participate in commercial discussions with Legal and Finance support • Turn vague requests into clear, scoped, and staffed workstreams • Manage difficult conversations regarding missed SLAs, escalations, and unsupported requests • 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 account team • Ensure decisions are implemented and engagement and attrition remain on target • Develop a successor for account continuity • Handle invoicing, account documentation, and onboarding/offboarding for a team of approximately 100 people • Help prepare the team for peak seasons and disruptions • Support service recovery and adapt support to the guest journey

🎯 Requirements

• English at C1 level or above • At least 2 years of leadership experience in Customer Support operations • Experience in hospitality, travel, or booking platforms, such as hotels, travel companies, OTAs, or accommodation marketplaces • 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, including SOPs, escalation paths, reporting, or root-cause reviews • Availability to work hours overlapping 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

🏖️ 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 • Potential benefits and conditions depending on engagement terms; specific terms defined in the agreement

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