Key Account Manager, Operations Lead – Hospitality

🕒 il y a 1 mois

🇧🇪 Belgique – Télétravail

⏰ Temps Plein

🟠 Senior

💰 Responsable de comptes

👻 Score fantôme 46%

Ce que ça veut dire : la probabilité que personne ne recrute vraiment pour cette offre.Comment le lire : 60 % ou plus, on pense que c'est une offre fantôme. Un score plus bas est moins inquiétant.Pourquoi ce score :

• Ouverte depuis 46 jours.
• Les offres de cette entreprise sont généralement pourvues en 21 jours.
• Republiée 3 fois.
• Aucun salaire indiqué.

Postuler Maintenant

Trouver des Emplois à Distance Similaires

SupportYourApp

Site WebLinkedInTous les Emplois

1001 - 5000 employés

💼 Conseil

📦 Logistique

📣 Marketing

💰 Venture Round en 2017-10

Consulting • Logistics • Marketing

SupportYourApp est une entreprise externalisée de service client, fondée à l'origine à Kyiv, en Ukraine, et opérant maintenant à l'échelle mondiale dans plus de 7 sites. Forts d'une décennie d'expertise, nous nous spécialisons dans la fourniture de services client tiers disponibles 24/7/365 dans plus de 60 langues pour plus de 250 entreprises à travers le monde. SupportYourApp est dédiée à améliorer la satisfaction des clients en offrant un support empathique et professionnel sur divers canaux de communication. Nos services sont intégrés dans un système personnalisé QCRM et respectent les normes de sécurité telles que PCI/DSS et ISO/IEC 27001:2013. L'entreprise collabore avec des géants technologiques tels que Calm, MacPaw, et SplitIt, proposant des solutions de support évolutives incluant le service client, le support technique, et l'externalisation des fonctions administratives.

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 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

🎯 Exigences

• 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

🏖️ Avantages

• 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

📊 Vérifiez votre score de CV pour ce poste

Améliorez vos chances d'obtenir un entretien en vérifiant votre score de CV avant de postuler.

Télécharger le CV