(English C2) Key Account Manager & Operations Lead (hospitality, Malta)

Who are we?
SupportYourApp is a global Intelligent Support-as-a-Service company. Since 2010, we've partnered with 250+ tech companies in 30+ countries to deliver secure customer and technical support. Looking for an account where your decisions shape the whole operation?

Join our supporters as a Key Account Manager. You'll work with our Chief Client Officer to help a client grow and lead the team behind it, joining a company trusted by Mastercard, Calm, and WeTransfer.

Sounds interesting? Let's see what it takes 💛

What you will do:

• Own the account. You'll be accountable for the account's overall health: operational performance, client relationship, and risks. You'll lead ops calls and regular business reviews, build relationships with several client stakeholders, and give client leadership an honest read of performance and risks.
• Manage the client relationship with confidence. You'll discuss SLA compliance, KPIs, and service delivery with the client, explain operational decisions, and present solutions. When needed, you'll push back diplomatically and defend the company's interests while balancing the client's needs. You'll take part in commercial discussions, with support from Legal and Finance on contracts, rates, and scope.
• Turn requests into plans. You'll turn vague asks into clear, scoped, and staffed workstreams, challenge what doesn't add up, and handle hard conversations about missed SLAs, escalations, or requests we won't take on.
• Maintain and improve operations. You'll keep a large existing Support operation running smoothly, spot weaknesses before they escalate, and drive improvements in SOPs, escalation paths, reporting, and handovers. After every serious SLA breach, you'll lead or coordinate a root-cause review that fixes the process, not the person, and follow up on the actions.
• Lead through leaders. You'll set priorities, delegate across the existing account team, and make sure decisions get implemented. You'll keep engagement and attrition on target and develop a successor so the account keeps moving while you're offline.
• Handle account administration. You'll stay hands-on with invoicing, account documentation, and onboarding and offboarding for a team of around 100 people.
• Plan for the travel calendar. You'll help prepare the team for peak seasons and disruptions, support service recovery, and adapt support to the real guest journey.

What you need to succeed in this role:

• English at C1 level or above.
• At least 2 years of leadership experience in Customer Support operations, for example as a Support Manager, Head of Support, or Service Delivery Lead. Experience in related areas such as account management, service delivery, or customer success is a plus. Please note: General Account Management or Sales experience alone will not qualify for this role.
• Experience in hospitality, travel, or booking platforms, for example hotels, travel companies, OTAs, or accommodation marketplaces.
• Experience managing Customer Support teams of 50+ people.
• Strong client-facing communication and stakeholder management skills. You can explain your position clearly, push back diplomatically, and build relationships with multiple stakeholders.
• Proven operational leadership and end-to-end ownership of a complex client account, including its performance, risks, and day-to-day health.
• Experience improving operational processes, such as SOPs, escalation paths, reporting, or root-cause reviews. You don't need to have built an operation from scratch.
• Availability to work hours that overlap with the client's schedule.
• The ability to stay calm, organized, and decisive when you only have 70% of the information.

Will be a plus:

• Direct experience with commercial negotiations, pricing, and contract renewals.
• A track record of growing accounts.
• Contract drafting or legal expertise.
• Advanced workforce management and forecasting skills.
• Experience with peak-season planning and service recovery.
• Experience with CRM or helpdesk platforms such as Zendesk, Salesforce, Intercom, or Freshdesk.

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, but also – internal health policy;
• Responsive leadership interested in your growth and long-lasting cooperation;
• Greenhouse conditions for self-development;
• A culture built on trust, with no time-tracking requirements.

*The items listed in this section may vary depending on the terms of your engagement. Certain benefits and conditions typically apply to employees; independent contractors may not be eligible for all of these. The specific terms, including compensation, benefits, and work conditions, will be clearly defined in your agreement if selected.

You can learn more about the company and its culture by visiting the official website and social pages on Facebook, Instagram, and LinkedIn.

So if you are a proactive Account Manager who excels at building strong client relationships and driving results, grab the chance to collaborate with us and send your CV in English.

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We adhere to the principles of equal treatment of candidates and prohibit discrimination on any grounds protected by law.

Your personal data will be processed as described in the SupportYourApp Candidate Privacy Notice.

Internal job code: 47N