Key Account Manager

🔥 39 minutes ago

🇷🇴 Romania – 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 • Report honestly to client leadership on performance and risks • Negotiate SLAs, KPIs, rates, and scope with clients • Collaborate 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 • Handle difficult conversations regarding missed SLAs, escalations, and declined requests • Set up new teams, including hiring, training, QA, reporting, and go-live • Expand language and time-zone coverage across company hubs • 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 team-lead and supervisor layers • Manage attrition and engagement targets • Develop at least one successor for account continuity

🎯 Requirements

• English at C1 level or above • Hands-on experience in hospitality, such as hotels, travel companies, OTAs, or booking platforms • 2+ years leading operations, account management, service delivery, or customer success • Experience running 24/7 teams of 100+ people through team leads • Track record of growing accounts, launching new service lines or teams, and building processes from close to nothing • Experience creating SOPs, QA, and escalation processes • 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 with incomplete information • CV submitted in English

🏖️ 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 • Specific benefits and work conditions defined in the engagement agreement; eligibility may vary for employees and independent contractors