SupportYourApp is a global Intelligent Support as a Service company that partners with tech firms to deliver customer and technical support. This role owns the overall health of a key client account, including operations, relationships, risks, and performance, working with the Chief Client Officer and cross functional teams.
What you'll do
Own the account and manage operational performance, client relationships, and risks.
Lead ops calls, business reviews, and stakeholder communications; present performance and risks to client leadership.
Discuss SLA compliance and KPIs, explain operational decisions, and negotiate with clients when needed.
Translate requests into clear, scoped workstreams and handle escalations and missed SLAs.
Maintain and improve large scale operations, SOPs, escalation paths, reporting, and handovers.
Coordinate root-cause analyses after serious SLA breaches and drive corrective actions.
What they're looking for
English proficiency at C1 level or above.
At least 2 years of leadership experience in Customer Support operations overseeing 50+ people.
Experience in hospitality, travel, or booking platforms and in related areas such as account management or service delivery.
Strong client-facing communication and stakeholder management skills with diplomacy and relationship building.
Operational leadership with end-to-end ownership of complex accounts and proven process improvement experience.
Availability to work hours overlapping with the client’s schedule and ability to stay organized with partial information.
For applicants in Nigeria
The listing does not specify a timezone requirement; confirm during interview.
Compensation is stated in USD; verify pay currency and eligibility during interview.
Remote cooperation is offered; no explicit local work authorization details are provided. The listing does not state Nigeria-specific eligibility.
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.
