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

About the role SupportYourApp is a global Intelligent Support-as-a-Service company. This role owns the overall health of a client account, including operational performance, client relationships, risks, and driving improvements across the delivery team. What you'll do Own the account and lead operations calls and business reviews. Manage client relationships, discuss SLAs and KPIs, and present solutions. Participate in commercial discussions with support from Legal and Finance. Turn vague requests into clear workstreams and handle escalations or missed SLAs. Maintain and improve operations, SOPs, escalation paths, and reporting. Lead or coordinate root-cause reviews after serious SLA breaches and drive actions. Delegate across the account team, manage engagement and attrition, and plan for peak seasons. Handle account administration including invoicing, documentation, onboarding and offboarding for a team around 100 people. What they're looking for English at C1 level or above. At least 2 years of leadership experience in Customer Support operations. Experience in related areas such as account management, service delivery, or customer success is a plus. 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, or root-cause reviews. Availability to work hours overlapping with the client’s schedule. For applicants in Nigeria The listing does not specify a timezone requirement beyond overlapping with the client schedule, confirm during interview. Compensation is stated in USD; no explicit local pay currency is provided in the listing. The listing does not state whether employment is remote, contract, or another arrangement; confirm the engagement type in the interview. The listing does not mention visa or work-authorization notes; confirm eligibility during the interview process. #J-18808-Ljbffr remote work