SupportYourApp is a global Intelligent Support as a Service company. This role owns the overall health of a client account, including operational performance, client relations, risks, and end-to-end ownership of the account up to a team of around 100 people.
What you'll do
Own the account and lead regular reviews, maintaining client relationships and communicating performance and risks.
Discuss SLA compliance, KPIs, service delivery, and commercial aspects with clients, with support from Legal and Finance on contracts and scope.
Turn vague requests into clear, scoped workstreams and manage escalations and missed SLAs.
Maintain and improve operations, SOPs, escalation paths, reporting, and handovers; lead root-cause reviews.
Set priorities, delegate across the account team, and ensure decisions are implemented while managing engagement and attrition.
Handle account administration including invoicing, documentation, onboarding and offboarding for a large team.
What they're looking for
English at C1 level or above and at least 2 years of leadership in Customer Support operations.
Experience in hospitality, travel, or booking platforms; experience managing 50+ support staff.
Strong client-facing communication, stakeholder management, and end-to-end account ownership.
Proven ability to improve operational processes, including SOPs, escalation paths, and root-cause analyses.
Availability to work hours overlapping with the client's schedule and capable of navigating partial information calmly.
Desirable: experience with commercial negotiations, pricing, contract renewals, and CRM/helpdesk tools.
For applicants in Nigeria
The listing does not specify a timezone requirement or country restrictions beyond general eligibility; confirm during interview.
Compensation is stated in USD; confirm pay currency and tax implications during interview.
The listing mentions remote cooperation; however it does not state a fixed employee vs contractor arrangement for Nigeria; confirm during interview.
Summarized by RemoteWork from the original listing. Always confirm details on the employer’s page.
Ready to apply?
Your application goes straight to SupportYourApp, on their own hiring page.
SupportYourApp provides AI-enhanced customer support outsourcing to over 250 companies, with 60+ languages. Its Workable board lists many remote support consultant roles including global postings and hires located in Ghana, South Africa and other African countries.
