(English C2) Key Account Manager & Operations Lead (hospitality, Global)
Employer · SupportYourApp
Office and call centre supervisor
Department managerOther professional services managerBudapest
SupportYourApp is looking for a Key Account Manager & Operation Lead to join their team in Budapest. You will work with the Chief Client Officer to help a client grow and lead the team behind it, ensuring operational health and managing client relationships.
Tasks
- Own the account and be accountable for its overall health: operational performance, client relationship, and risks.
- Manage the client relationship with confidence, discussing SLA compliance, KPIs, and service delivery.
- Turn vague asks into clear, scoped, and staffed workstreams.
- Maintain and improve operations, keeping a large existing Support operation running smoothly.
- Lead through leaders, setting priorities and delegating across the existing account team.
- Handle account administration, staying hands-on with invoicing, account documentation, and onboarding/offboarding for a team of around 100 people.
- Plan for the travel calendar, helping prepare the team for peak seasons and disruptions.
Conditions & benefits
Providing services during business hoursOpportunity to cooperate fully remotelyInclusive international environmentCompensation in USDRewards for referring friendsBalance between project workload and personal time, and internal health policyResponsive leadership interested in your growth and long-lasting cooperationGreenhouse conditions for self-developmentA culture built on trust, with no time-tracking requirements
Requirements
- 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 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.
- 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.
- The ability to stay calm, organized, and decisive when you only have 70% of the information.